Identifying performance gaps

- The key to improving performance…is identifying the gap between where you are now…and where you'd like to be.…Let's say you enjoy running…and want to become a better runner.…You probably set some sort of goal around running.…Do you want to finish a marathon,…set your best time in a 5k,…or perhaps just run five miles, three times a week.…Whatever your goal,…having something clear and specific to work towards…helps you become a better runner.…In customer service, it's the same way.…If you want to improve,…you must first set a goal,…and then determine the gap…between where you are now and where you'd like to be.…

This critical step allows you to clearly identify…the problem you're trying to solve.…Here are a few examples:…If your desired customer satisfaction score is 80%,…and your existing score is 75%,…your gap would be 5%.…If you wanted to respond to customer emails…in 24 hours, and your team is averaging 48 hours now,…your gap would be 24 hours.…Or, if you wanted to reduce complaints…about a specific aspect of your service to two per week,…