Personal development plan Sample customer service
customers service image by Julia Britvich from Fotolia.com
Customer service positions help companies of all sizes, including small businesses, fulfill goals related to attracting and maintaining a solid customer base, leading to potential profits and future growth. People in these roles must adapt to changes in job duties and objectives based on the goals and action plans set forth by management and the company.
In relation to customer service roles, goals and action plans help to align individual and departmental goals with the overall desired direction of the company. Management and company officials design action plans to help reach necessary goals. Action plans represent a call to action and provide direction on ways to meet goals. Goals for customer service positions often provide clear and concise expectations related to improving customer service for the customer. In addition, they aim to assist other integral departments within the organization, such as the sales and marketing team.
On an individual level, setting goals helps customer service employees meet departmental goals and encourages employee development. Goals should challenge an individual to improve and meet or exceed departmental expectations. In customer service positions, individual goals can relate to the average number of calls taken per hour or desired sales figures. During employee performance reviews, managers and supervisors can help employees develop an action plan to help them work towards current and future goals.
Related Reading: How to Develop an Action Plan for Management Skills With Smart Goals
On a departmental level, goals help motivate employees to work towards common objectives and fulfill company needs. An action plan for a department might include goals for overall departmental statistics and averages, linked to the performance and achievements of the entire group. These goals help the company maintain service standards and ensure customer satisfaction. Department wide goals and action plans should also focus on meeting the needs of internal customers and external business partners.