Customer Service Goals

Customer service is simply the care of your customer. It’s all about people. I think the biggest mistake that is made in the marketplace is that we forget that it’s not really about the product or the profit, it’s about the people. After all, people make the product. People sell the product. People buy the product. People produce the profit. Without the people, nothing works. So if we are going to truly take care of people, let's take a look at some customer service goals that your organization can strive for.

1. Be The Source
A source is simply where something can be obtained. While organizations have forgotten that it’s about the customer, you can use it to your advantage. In order to be the source and pull ahead of others in your space, your team needs to understand three things.

• Understand the purpose.

Could your team or your employees communicate why your organization exists? They may know that you sell shoes, but do they know why? There are a lot of companies that sell shoes, what makes yours special? Do they know the mission, vision, and values of your organization? Provide them with purpose.

• Understand the person.
  Train your team to listen to what the customer is saying, learn from what they hear to leverage that information into a solution. Too often we dismiss the cares of the customer in order to “fix” it. Most people just want to know that their concerns are being heard.
  
  
• Understand the process. 
  Your team needs to be clear, consistent, and calculable in regards to your process of solution. They need to be clear on whatever that process is. They need to be consistent in working that process. And they need to be able to calculate the progress in order to know what is or is not working.
  
  

2. The Supply
Could your team clearly communicate all that your company has to offer? How good is their product knowledge? When your organization is the source and everyone is coming to you, your team needs to have excellent product knowledge. Your team needs to be able to answer these questions:

• What value do we bring to the consumer?
• Why should the consumer choose use over the competition (elevator pitch)
• What are the functions of the products that we sell?

Your team should be able to communicate this clearly, confidently, and with care.

3. The Solution
Studies show that 9/10 businesses now compete based on customer server service rather than product or price. In order to maintain your position as the source and supply, you have to be the solution when there is a problem. Think caring for customers in crisis.
Stanford Research says that the success you have is based on 12.5% product knowledge and 87.5% people knowledge. Again, your success is all about people.

These are great goals for your organization to strive for. I would love to help you in this process. Contact me below for a free consultation to see how I can add value to your organization.

Brandon