Objectives and Goals of Telephone Customer Service

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Customer service departments offer customers support by providing accurate and useful information, handling complaints and offering appropriate resolutions for difficult situations. Representatives tasked with helping customers over the phone must receive proper training, exude confidence in their skills and abilities, and receive support and feedback to ensure they meet the objectives and goals of the department and the company.

Customer Relations

  • Customer service representatives must interact with customers in a positive manner. The objectives of customer relations include offering help to customers and providing them with first-rate service on a consistent basis. Objectives of customer service, as they relate to customer relations, include active listening, conflict resolution and empathy. Active listening ensures that telephone customer service representatives fully understand customer needs, while empathy and understanding provide a path for problem resolution and assistance. Meeting these objectives leads to the retention of customers.

Internal Relations

  • Internal relations refers to the relationship between departments within an organization. The objectives and goals of telephone customer service, as they relate to internal relations, include accurate and pertinent data collection, adherence to company policy, and proper communication. Telephone customer service representatives collect data on product questions and complaints. Properly recording the data impacts the ability of the company to recognize possible issues and trends. In addition, adherence to company policy ensures all departments operate cooperatively and effectively.

Department Goals

  • The objectives and goals of a telephone customer service department include both department and individual goals. Goals include ensuring representatives achieve a desired amount of calls per hour, offer prompt service and maintain company standards. These objectives, measured through statistical compilations and monitoring by supervisors and managers, help the department maintain standards and meet goals. Statistical compilations, such as calls per hour and average handle time, have an impact on staffing as well as indicating which employees need additional training to meet department averages. Monitoring ensures that each representative maintains a pleasant voice and represents the company appropriately.

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