How to Improve a Customer Service Department

Define goals for better customer service.
Define goals for better customer service. (Image: laptop, salesman and the customers image by Dmitri MIkitenko from

A customer service department is only as strong as its weakest team member. To strengthen and improve your customer service department, you’ll need to offer training, encourage customer feedback, implement performance goals and reviews, and work with management and supervisors to define what good customer service means to your company.

Define your company's customer service goals. Schedule customer service improvement training sessions, so management and supervisors can outline company goals and provide training resource materials to the customer service department.

Develop an implementation plan for company goals. Define the steps management and customer service team members will take to improve customer service. For example, decide if new product scripts are necessary to offer more detailed information to consumers, or if customer service team members should have greater authority when resolving customer complaints.

Use behavioral models to define bad customer service. Use real world examples to create case studies. Each case study must include a story about customer service and reveal a larger lesson. For example, you can choose a case study that illustrates the importance of health and safety.

Implement customer service performance reviews. Evaluate customer service team members based on knowledge and skills, compliance with company guidelines, personal attitude, and attendance. Provide bonuses to those members who score high, and offer incentives to those who did not.

Hire new employees and offer additional training to those who do not meet performance standards. Require new employees to undergo customer service training.

Encourage customers to provide feedback and to recount the details of recent customer service experiences. Use confidential phone and/or paper surveys to encourage honesty.

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