From the course: Managing a Customer Service Team
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Connecting service to the bottom line
From the course: Managing a Customer Service Team
Connecting service to the bottom line
- Customer service leaders and corporate executives often look at service a bit differently. We need to link our goals to the issues our executives care about the most if we want to have their support. Here's an example. A call center director wanted to set some goals for his department. He thought about the metrics he cared about most such as efficiency, solving problems and customer satisfaction. Then he thought about what his CEO asked him about most often. The CEO constantly asked him about reducing costs, customer retention and revenue growth. To get the CEO's attention, the call center director needed to find a way to connect what he cared about to the metrics his CEO is most concerned with. Let's take a look at how the call center director did this. We start by looking at three critical business metrics. Cost reduction, revenue protection and revenue growth. All three of these point directly to an organization's…
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