Excellent customer service comes from having an awesome team. Your team is the first point of contact for your customers, so it’s crucial you have the best people on the job. But how do you know if your customer service team has got the right stuff?
To develop a good customer service strategy, you should continually measure your team’s performance to find ways to improve—and make sure the efforts are worthwhile. Start by choosing customer service metrics that will yield useful, practical information. You should look at three aspects of your overall performance: quality of service, value to your organization, and operational efficiency. Here are some suggestions for how to measure your team’s performance.
Keeping your customers happy is the primary role of your customer service team. How do you measure the quality of your service? Just ask your customers.
What are the best way to administer these surveys? Add them to transactional emails, or set up follow-up emails to be sent whenever customer service is contacted. You can also make them available on your social media pages, contact us pages, and in your help center or FAQs. If your business has a physical presence, link a survey questionnaire through a QR code at the point of sale, or offer a suggestion box.
Of course quality customer service comes at a price. It’s important for the bottom line to ask: Is it worth it? Are you earning enough to justify the amount you spend on customer service? This cost-benefit analysis can be difficult to measure, but here are some factors to consider:
The final metrics to consider are key performance indicators for your teams’ operations. These measure the volume and efficiency of your customer support efforts.
A focus on operational efficiency, of course, is the key to cutting costs and making sure that the excellent customer service you offer doesn’t come at too great a cost.
Once you establish baseline numbers for customer satisfaction, the value of your efforts, and operational efficiency, you should make sure to review them over time. Setting performance benchmarks, then measuring performance over time is a great way to make sure your focus on customer service has an impact.
An good customer service team can be a lot of things: empathetic, responsive, informed, and engaged to name a few. Improving your team’s skills requires a commitment to proactively identifying issues, making sure the reps are engaged, and identifying issues at every touchpoint. The landscape of things impacting your customers’ experience is constantly changing, so an ongoing commitment is essential. Here are a few more ways to stay proactive and offer excellent service:
Good luck making sure you have a great team!