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What are Customer Service Goals? - Definition & Examples

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Lesson Transcript
Instructor: Sarah Bennett

Sarah has a Bachelor's degree in English and has taught for several years. She also has her Technical Writing Certification.

Customer service is the most crucial aspect of any business, company, or employer. In this lesson, you will learn what customer service goals are, how they are formed, measured, and why they are so important.

Customer Service Goals Defined

A customer service department and its employees represent the company and help to develop the public's perception of the company. Customer service goals are specific goals and guidelines that a company puts into place to ensure every single customer is 100% satisfied with the services the company provides. Excellent customer service means meeting the needs and wishes of every customer in a timely manner. A customer should never get off the phone with a business or leave a place of business unhappy.

How Customer Service Goals Are Formed

To put customer service goals in place, a company should make it clear to the customer service department what their responsibilities and expectations are. Having them set goals for themselves and defining how they believe they can provide the best help to a customer is also a way for them to familiarize themselves with customer service.

Some examples of customer service goals include statements such as:

  • The customer always comes first. Your employees and your customer service department should always be available to help a customer or respond to their requests.
  • Customers should be kept up to date and informed about your services.
  • Know how to resolve every single customer service problem and who to contact if the employee is unable to fix the issue.

A business should also create a list of requirements, such as a company wide response time to customer inquiries, and review these requirements until every single employee fully understands them and applies them in training successfully. It is also recommended that a company review feedback received from customers. This is the best way to measure the satisfaction of customers and give you an idea on how to improve your customer service department and its procedures.

How Customer Service Goals Are Measured

Feedback from customers is key to measuring customer service goals. The question is, how do we get that feedback? Some ways to attain that information include looking at:

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