From the course: Managing a Customer Service Team

Unlock the full course today

Join today to access over 22,500 courses taught by industry experts or purchase this course individually.

Selecting customer service goals

Selecting customer service goals

From the course: Managing a Customer Service Team

Start my 1-month free trial

Selecting customer service goals

- Goals can serve an important role in helping to manage customer service teams. They can help us measure progress towards important business results, focus the team on top priorities, and help motivate employees to give their best effort. In this video, I'm going to share with you the SMART model for creating goals. I'll also explain the difference between good and bad customer service goals. SMART is an acronym for specific, so it's clearly defined, measurable, so you can objectively determine your progress, attainable, so employees have a reasonable chance of achieving it, relevant, so it's connected to your customer service vision, and time-bound, so you have a deadline to achieve your goal. There are several versions of the SMART model out there, so you may have seen something slightly different in the past. This one just seems to be the most common. Here's an example of how the SMART model can make a goal much more…

Contents