Performance Management in Customer Service
The Risk/Reward Barometer of Company Value
Customer Service is central to the customer relationship—acting both as an advocate for the customer within the company and an advocate for the company with the customer.
A responsive, informed service organization can improve the customer experience and your performance. Finding patterns in problems such as delivery delays, information requests, complaints, and claims leads to proactive solutions. And a good department should prioritize service efforts for key customer segments—so companies don’t lose their most profitable customers.
Customer Service should also communicate customer performance metrics to the rest of the organization, so other departments are able to resolve the root causes of customer issues.
Customer Service is a critical barometer of a company’s value proposition, and can bring excellence to the customer experience. For it to be effective, companies should focus on four core decision areas for better performance management:
- On-time delivery
What is driving delivery performance? - Information, complaints, and claims
What is driving responsiveness? - Service benchmarks
What is driving service levels? - Service value
What is driving the service cost and benefit?
Additional Resources:
