I´m working from home this week as I go through a planning and budgeting process for my CRM (Constituent Relationship Management) department.
Part of that involves evaluating both my organization´s past performance and my own. Regular evaluation is a great way to be sure you´re not losing sight of your business goals. I´m sure you have metrics to help you measure your performance (sales figures, Web site hits, in-bound calls, etc.). Additionally, to enhance the customer service experience, consider asking the following questions of both your performance and that of your business.
What do we like about what happened?
What do we want to do differently from here on?
What obstacles did we face?
What additional resources do we need?
Did our efforts make a difference?
Did we achieve our goals?
What additional opportunities were created?
How will we take advantage of those opportunities?
No doubt an expert in evaluations could come up with more detailed questions (and more of them) but these will get you started. These also work great for busy sales and operations people. I would encourage storeowners and department heads to involve their employees in an evaluation of this sort. You might generate some very creative ideas, improve morale, and gain buy-in from your staff.
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