How to Set Measurable Customer Service Goals for Your Team Marketers like to throw around the stat, "it's cheaper to retain a customer than acquire a new one." While customer service is just a small piece of your brand as a whole, it has an outsized impact. Studies have actually shown that, regardless of the quality of what you are offering, customers are more interested in how they are treated, especially when they have an issue or a question. Its not all about metrics. Time-Bound A goal without an idea of when it will be achieved lends itself to failure. Is Ticketing Really Optimizing Your Customer Support Process? Measuring agent happiness can take a number of different forms. Here's what SMART stands for: S: Specific Specificity is essential in creating goals. Goals gradually improve your customer service. R: By looking for ways to benefit the customer, you make this related to customer service satisfaction. What kind of tone do you use? To measure cost per contact (CPC), divide the total cost of providing support (labor, tools, and other costs) by the number of contacts received. T: Stating that the training will take place within six months is time-bound. When your job revolves around serving customers, it's easy to forget about your teammates who are performing the same work alongside you. Most importantly make sure youre on the right channels at the right time. You can go with the attitude that you will always be able to get more clients, but the fact is that if you keep sending away dissatisfied customers, word will get around quickly and new people won't bother giving you their business. With the SMART customer service goals covered in this article, you can take your brands customer experience to the next level. If it seems like you're moving forward with flying colors, you can raise the bar. When it comes to making and achieving goals, it is important that certain elements are included. In this way, you'll be able to pinpoint the root causes of any mishaps and the specific tactics that might have led to successes. What Is a Customer Service Self-Evaluation? [+Examples] - HubSpot T: You make this time-bound by giving yourself a two-week limit. With our innovative digital engagement platform, you can provide superior service and personalized experiences through all of your customers' favorite channels. Having all of them in one handy app makes it easier to check in regularly. These include patience, respect, personalization, and more. Here are some examples of personal SMART goals to show you how you can improve anything in your life.