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Choosing Metrics for Customer Service Operations

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  • 0:03 What Are Metrics?
  • 0:35 Choosing Metrics that…
  • 1:08 Metrics that Correlate…
  • 1:41 Keep It Simple
  • 2:15 Lesson Summary
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Lesson Transcript
Instructor: Savannah Samoszuk

Savannah has over eight years of hotel management experience and has a master's degree in leadership.

There are so many areas of your business that you want to focus your attention on. This lesson will discuss choosing metrics for customer service operations.

What Are Metrics?

Every business wants to know how it's doing. Metrics are a measurement method used to track a key aspect or process of a business. Metrics can measure revenue, sales, customer satisfaction, and more. Businesses use metrics to determine if they're meeting their goals. Metrics are vital to customer service operations, because they can provide insight into aspects like customer satisfaction. This lesson gives a few tips for choosing the right metrics for customer service.

Choosing Metrics that Add Value

There are many metrics you can use in customer service operations, so it's important to use those that are going to provide valuable information. For example, Sally is the manager of a hotel and she gets regular reports on customer satisfaction regarding pool temperature. Because the temperature of the pool has never been an issue at the hotel, Sally typically deletes this information. It simply doesn't provide any value to her. However, if customers suddenly stopped using the pool and Sally needed to find out why, having metrics regarding the pool temperature could prove very useful.

Metrics that Correlate with Goals

When choosing metrics, a company also should focus on its goals. Selected metrics should provide relevant information pertaining to the company's progress toward its goals.

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