Chances are your company has a defined mission statement. A short description of your market, goals, and how you intend to reach those goals. But have you ever given any thought about your customer service department’s mission?
The loyalty of customers isn’t easily won, but once captured, customer loyalty goes a long way to ensuring repeat business. Most people have a preferred airline, coffee place, and favorite restaurant that they’ll happily recommend to their friends.
This is customer loyalty, earned by brands who make sure their values permeate their products and customer service practices. The best brands do a great job of showcasing their values, inspired by a vision for the future of their company and their industry. They strive to build experiences that their customers enjoy and employees are proud to be a part of.
Acting on that vision requires a well-defined mission statement that serves to keep all employees inspired and moving in the same direction, and enables your customer service team to act on your company’s vision. Here are five benefits that come with formulating your customer service mission statement:
A well-written customer service mission statement clearly demonstrates how the work your customer service team does on a daily basis contributes to the company’s mission.
A powerful mission statement gives your brand a unique identity. A customer service mission statement is seen and remembered by your customers as a promise you aim to fulfill. In order to keep that promise, your business needs to identify various factors to keep everyone moving in the right direction; these could be the products or services you provide, the values you instill in your team, and the people you wish to serve.
A mission statement sets a guideline for employees to act upon. It keeps them working in the right direction as they know where they are headed, and when they’re doing a great job. When all employees are intimately familiar with your mission statement you can expect them to act in line with the mission you’ve established.
Working in customer service can be a repetitive job. Repetition can quickly cause your team to lose track of why their work matters and wreak havoc on their motivation. Having a strong mission statement that you repeat and reinforce often helps your team continue to be motivated and helps them understand how their everyday work contributes to the company’s strategic goals.
There are many different ways to measure the success of a customer service team. Customer service goals can usually be translated into KPIs that are either time-based or quality-based (E.g: AHT vs NPS). Your customer service mission statement can go a long way to justifying and explaining the KPIs you use to gauge customer service performance. Take this mission statement as an example:
We strive to be available to all of our customers within 1 minute of call time at all hours of the day.
To measure the extent to which your team accomplishes this mission you could use KPIs like Average Waiting Time (AWT) and Service Level Agreement adherence (SLA) (For a detailed explanation of these and more metrics, go here). If this is your customer service mission then these two KPIs are very important while others (CSAT or NPS, for example) aren’t. It also helps to explain to your team why their performance is scored using those KPIs.
Hopefully, this article has inspired you to start thinking about your customer service department’s mission statement. When used correctly it can be a powerful tool in getting all noses pointed in the right direction, keeping your team motivated, and working toward success.
Need a hand deciding setting goals for your customer service team? Reach out to request a consultation with one of our experts.
Marketing Lead Bart works from the Netherlands where he’s always on the hunt for that one opportunistic keyword while tweaking his meta descriptions and obsessing over click-through-rates. When he’s not knee-deep in Google Analytics data, Bart likes to unwind by going for a run or firing up the PlayStation.
Gaming is the world’s #1 lifestyle choice, played by more people than any other form of entertainment. We’ve had a ringside seat for its evolution, working hand-in-hand with our clients to support their customers as they enter huge, new immersive worlds.
The times, they are a-most-definitely-changing. As seasoned CX veterans know, plenty of the received wisdoms of third-party contact center management have received something of a battering over the last few years.
If you were not able to attend “CX Strategy: What now?”, our panel debate from last week, then here it is. An insightful, thought-provoking hour with industry gurus Mark Hillary, Stephen Loynd, Peter Ryan and our own Robert Van Diem. Here are some of the themes that really stood out for us.
I’m pleased to announce that I will be participating in a debate hosted by 5CA on October 27th. The title is CX Strategy: What Now? It’s going to be particularly topical, as one of the key things we will discuss, in the midst of this pandemic, is working from home (WFH) in the CX arena.
I’m pleased to announce that I will be participating in a debate hosted by 5CA on October 27th. The title is CX Strategy: What Now? I know that there are a lot of webinars and online debates these days, but I really think you should make time for this one:
Following on from National Customer Service Week, our Chief Customer Officer Rob van Herpen reflects on the journey that customer service has undergone in the last decade, and the role it plays within the wider scope of the whole customer experience.
I’m pleased to announce that I will be moderating a webinar hosted by 5CA on October 27th. The title is CX Strategy: What Now? I know you might be thinking “another day, another webinar invitation,” but as I’m chairing the debate I want to try making this one a little different. We can’t meet at conferences right now so the very least anyone planning a new webinar can do is to ensure it’s interesting and this one should hit the ball out of the park.
Gaming has been one of the few beneficiaries of the Covid-19 coronavirus pandemic. Global quarantine and stay-at-home orders preventing people from traveling, commuting, and socializing has resulted in a boom for the gaming industry.
Maximize the value of your VIP players and discover how work from home (WFH) support helps you add more value to your gaming whales.
Game launched? Check.
Player hype? Check.
Champagne? Crack that bottle, you deserve it!
But while it bubbles on your tongue, let me ask you this: Have you considered how to respond to players who need assistance or want to provide feedback? And when your player base grows (and let's be honest it will - your game is awesome), what will you do when those interactions start exploding in languages you do not speak? How will you manage the volume of requests coming in, but still provide the best possible user experience to your fans?
Yes…. Another thought piece on how COVID-19 is re-shaping life as we know it and what can we learn from it going forward.
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