customer service challenge | Shep Hyken

Goals give us something to strive toward and look forward to. People become inspired by a challenge. By creating a challenge or a goal around customer service, you might be surprised just how well people respond, and the fulfillment they feel when they have met the challenge and achieved the goal. Regarding the challenge or goal, it must be realistic and attainable. Base it on something from the past. For example, a company may have an internal policy that all customer calls are responded to within 24 hours. A new goal or challenge would be that all calls before 3:00 are responded to within the same day. Is that reasonable? Talk to your employees about it. Get their input and, more importantly, their buy-in. And watch how they rise to the occasion. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. (Copyright ©MMXI, Shep Hyken)

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