Define Customer Service Goal

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Customer service goals are milestones that a firm will set to improve the customers' interaction with the company. The goals must impact the customer and benefit the business.

Customer service goals create a roadmap for excellence.
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A customer service goal is measurable. For example, the goal may be to decrease customer complaints from 5 percent to 3 percent.

A customer service goal is measurable.
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The goal can state than a project will be implemented which would be a qualitative goal. For instance, the goal could be to begin a customer feedback system.

A goal could be to begin a customer feedback system.
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Customer service goals must directly benefit the organization in some manner. For example, the goal to save the company $100,000 is more strategic than a goal of ensuring there is always coffee in the break room.

Customer service goals should directly benefit the organization.
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The customer service goal must show a benefit to internal and/or external customers. For example, a goal of implementing a reward and recognition program for employees would benefit internal customers. The goal of extending operating hours would benefit external customers.

The customer service goal should show a benefit to internal and external customers.
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Create the customer service goals in cooperation with the groups that impact the customers' experience.

Create the customer service goals in cooperation with the groups that impact the customers' experience.
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