About This Chapter
Setting Goals & Objectives - Chapter Summary
Setting goals and objectives is a critical aspect of success when running a customer service department. Use the comprehensive lessons in this chapter to ensure your employees understand the following:
- Locke's theory of goal setting
- How to set business department goals
- The importance of customer service goals
- Ways that customer service managers set goals
- Customer service objectives and action plans
- The definition and types of customer service metrics
- Interpreting and improving customer service metrics
- Aligning group and individual goals
In addition to text and video lessons that you can use during corporate training sessions, the texts include easily identifiable vocabulary words to help reinforce lesson concepts. Short quizzes and a chapter exam can be used to assess employees' comprehension of the lessons.
How It Helps
- Defines goals: In order to successfully set goals, they must be appropriately defined. In this chapter, lessons discuss various types of business and customer service goals to help employees determine which are best for your company.
- Helps measure results: This chapter provides strategies your employees can use to accurately measure and improve your company's customer service.
- Improves satisfaction and retention: As steps are taken to set customer service goals then measure and improve that service, your customers will respond with satisfaction that results in retention.
Reviewing the lessons in this chapter can help your employees:
- Understand how to use Locke's theory of goal setting to advance motivation
- Discuss how to develop goals that fit into the overall vision of your organization
- Define customer service goals and explain how they are formed and measured
- Explain the role of the customer service manager in setting team goals and objectives
- Share the difference between goals and objectives in the context of customer service
- Provide the meaning and types of metrics
- Analyze the correlation between customer satisfaction and company revenue
- Describe ways to improve customer service metrics
1. Locke's Goal-Setting Theory: Using Goals to Advance Motivation
Locke's Goal-Setting Theory uses clear and challenging goals to advance employee motivation in the workplace. Goals that are well defined and challenging to attain are more likely to be met because they hold intrinsic and extrinsic value to the employee.
2. Setting Business Department Goals
Setting goals is an important part of organizational management. In this lesson, we'll look at a method that departments can use to develop goals that fit into the overall vision of their organization. A short quiz follows the lesson.
3. What are Customer Service Goals? - Definition & Examples
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.
4. Objectives & Action Plans in Customer Service
In customer service, it's important to set objectives and create action plans to achieve those objectives. This lesson will explain more about goals and objectives in customer service and how to create an action plan and measure it.
5. Aligning Group Goals With Individual Performance Goals
Motivating employees is a complicated and nuanced task. In this lesson, you will learn how matching employee goals with company goals can help increase employee motivation, engagement and retention.
6. Customer Service Metrics: Definition & Types
In this lesson, we'll define customer service metrics and provide suggestions on how to set appropriate goals. We'll also discuss when to gather customer satisfaction data.
7. How to Interpret & Improve Customer Service Metrics
Every company now uses metrics to determine how they are doing in the customer's eyes. This lesson will discuss interpreting and improving customer service metrics.
8. Practical Application: Interpreting Customer Service Metrics
Customer service metrics are an important way to measure performance in a business-critical application. In this scenario, you'll interpret some metrics and recommend changes to improve customer service.
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