From the course: Leading a Customer-Centric Culture
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Set good goals
- Many organizations use a number of metrics to evaluate customer service and overall performance. These metrics might include customer satisfaction, productivity, or even revenue. Goals can be an important signal to employees about what to focus on and how to prioritize their work. The danger is some goals can push employees away from the customer service vision rather than towards it. Here's an example of what I'd call a bad goal. Customer service reps who earn an average customer satisfaction survey score of 90% or higher during the month will earn $100. At first glance, you might think this is okay. The company wants employees to earn high marks from customers and is willing to offer an incentive to encourage employees to achieve it. So what could go wrong? Here's what happened with this company. Employees would transfer angry or even mildly upset customers to a coworker so they could avoid getting any negative survey results. This improved their survey average while sticking…
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