Customer service management and business performance

Read more People are used to the concept of rating things with numerical scores and these can work well in surveys.

Customer service management and business performance

Managers talk a lot about employee performance. There's constant pressure to achieve performance targets, to reach higher performance levels, and to ensure that people's work supports and furthers the organization's goals.

Performance management is the process used to manage this performance. The key question asked is, "How well is an employee applying his or her current skills, and to what extent is he or she achieving the outcomes desired?

Performance Management and KPIs - Management Skills from

What is often missing from this evaluation, however, is the part about making sure that the employee is doing the right thing. After all, you may have a very hard-working and dedicated team member, but if he or she is not working on things that advance the organization's purpose, what is the point?

This is where key performance indicators come into play, and they apply both at the organizational and individual levels. At an organizational level, a Key Performance Indicator KPI is a quantifiable metric that reflects how well an organization is achieving its stated goals and objectives.

For example, if your vision includes providing superior customer service, then a KPI may target the number of customer support requests that remain unsatisfied by the end of a week.

By monitoring this, you can directly measure how well your organization is meeting its long-term goal of providing outstanding customer service. If your KPI is inappropriate or naive, however, the resulting behaviors may be counterproductive. For example, using the same goal of providing superior customer service, the first KPI that often comes to mind is the number of customer complaints received.

Intuitively, you may feel that the fewer complaints you receive, the higher the customer service you're offering.

Once a business is known for poor customer service, it’s difficult, if not impossible, to repair the image. The results go beyond loss of customer, because other businesses don’t want to partner or associate with a business that’s sliding downward in customer retention. Training: Completed courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment and food safety (ServSafe). “When the customer comes first, the customer will last” – Robert Half. Service Management is a customer-focused approach to delivering information technology. Service Management focuses on providing value to the customer and also on the customer relationship. Service Management provides a framework to structure IT-related activities and the interactions of IT technical personnel with customers and clients.

This is not necessarily true: You may be getting fewer complaints because you have fewer customers, or because customers are not able to access your support services. Taking this a step further, while it is important for organizations to choose the correct KPIs for business performance, it is equally useful if managers and employees define KPIs for members of their teams.

In fact, an ideal situation is where KPIs cascade from level to level in the organization in reality, this may be impractical if there are many levels to the organization.

Customer service management and business performance

This helps people work in such a way that their activities are aligned with corporate strategy. Employee Goals and KPIs So part of performance management is setting goals with members of your team.

This may be done within the formal appraisal process, but it doesn't have to be. The important factor is that the goals that are set are aligned with the department's strategy, which in turn is aligned with the overall strategy of the organization.

This follows the common adage in management that says, "What is measured gets done. When an employee's goal is defined in terms of an organizational KPI, it ensures that what the employee is doing is well aligned with the goals of the organization.

This is the critical link between employee performance and organizational success. Let's take an example of how an individual employee's goal is linked to organizational strategy: Organizational Vision — To be known for our superior customer service and satisfaction.

Organizational KPI — The number of customer complaints that remain unresolved at the end of a week. Taken to the next level, each employee goal should have at least one associated KPI.

How will you specifically measure, on a regular basis, whether or not this person is meeting his or her goal? Team Member KPI — The weekly percentage difference in complaints handled that result in satisfied customers versus unsatisfied customers.

For a detailed discussion on setting strategic direction, see the Strategy Tools section of Mind Tools. Use the following questions to help you work towards defining effective KPIs:The examples above illustrate a range of customer service experiences.

If your primary means of creating value focuses on the customer experience and service level, then you should incorporate this into every aspect of your business. The Total Economic Impact™ of Microsoft Dynamics for Customer Service For this commissioned study, Forrester Consulting analyzed the ROI of Dynamics for Customer Service.

See how six diverse companies became more efficient and drove higher customer retention and engagement. Customer Relationship Management (CRM) systems have been developed specifically to help businesses understand how, when, where and why customers are communicating with the brand to tailor the overall service.

Business performance management is a set of performance management and analytic processes that enables the management of an organization's performance to achieve one or more pre-selected goals.

Synonyms for "business performance management" include "corporate performance management (CPM)" [1] and "enterprise performance management".

Customer service management and business performance

Additional courses within the programme include: Key Principles of Management and Leadership, Managing the Delivery of Customer Service, and Improving Your Own Management and Leadership Performance. KPI Library | Customer service.

KPI Library is a community for performance management professionals. Use KPI Library to search for Key Performance Indicators by process and industry, ask help or advice, and read articles written by independent experts.

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