This customer service article details how business leaders can properly measure customer service results.
Most leaders agree that anything a leader considers to be important, is worthy of being properly measured and tracked over time.
Some would cringe at the thought of a business manager not tracking sales production, personnel expense or bottom-line profits. Yet too often organizations do not take the time to measure customer service delivery on a regular basis.
Too many business owners do not see the art of customer service as something you can attach a hard number to. They simply feel that customer service is more of an abstract concept versus a concrete outcome that can be effectively measured.
Rest assured, this customer service article identifies some concrete ways for managers to measure and maintain a customer service focus in their organization.
The fact is that most managers make the process of measuring customer service more difficult than necessary.
Here are several key measurements that provide an indicator for customer service quality:
If you take nothing else away from this message, remember that customer service is not just a warm and fuzzy catch phrase. The service your team provides reflects the quality of your name and your reputation.
Quality customer service delivery must be considered as SACRED by all who work in your organization. Service quality must be at the heart of your business and in the hearts and minds of each employee.
You will know your organization is successful in the area of customer service when every employee “instinctively” responds to any customer inquiry with the phrase:
Every customer Service article provides insight on customer service training and customer retention practices. Identify an effective customer service tip that works! Access service ideas that can help to develop new business and retain existing business relationships. Download our free customer service tools to improve customer satisfaction scores and increase customer loyalty.