Over at Customer Service, What?, Tim Whelan challenges us to
remake the way we do business and deal with our customers, one that will define us and separate us from the pack.
I agree with Tim. But I would suggest that, before you do that, you first evaluate your efforts in the past year. Before you set goals around improving your customer service, it would be helpful to first ask yourself these questions:
What do we like about what happened in 2006?
What do we want to do differently in 2007?
What obstacles did we face?
What additional resources do we need?
Did our efforts make a difference?
Did we achieve our goal(s)?
What additional opportunities were created, and how will we take advantage of them?
Answering these questions (and asking your staff to answer them also) may generate some ideas and dialogues built around improving your customers’ experiences. These ideas can lead to goals which can be incorporated into plans. The plans can then be put into effect. The beauty of this is that this exercise may only take a few minutes or an hour or so to finish, but the answers can profoundly shape your goals.
Happy New Year!