Workforce Management & Optimization

Why Your Customer Service Department Needs a Mission and Vision

Making sure your customer service department is working in alignment with the company’s objectives is crucial. Here’s how to make sure that’s happening.

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For today’s busy customer service directors and vice presidents, it’s important to take time to assess how well the company’s objectives are translating into the way the customer service team and department are managed. This is about going beyond basic key performance indicators (KPIs) and the day-to-day management of the team. Instead, it’s an annual exercise that can help you develop an approach to customer service that links to your company’s most important customer service goals. From there, you can develop mission and vision documents that help you directly inform your team about what this means.

Identify Your Company’s Top Three Priorities

Few parts of the organization touch customers, businesses, and employees like customer service. Customer service can be on the front lines of combating a public relations (PR) crisis or identifying customer concerns. Think about how customer service relates to your business’s top three objectives. In today’s landscape, these will most likely relate to the customer experience.

Develop a Plan for Implementation

From this point of intersection, develop a strategy that will enable you to identify three top departmental priorities. For example, one client I worked with determined that this was a three-part process for him. The first was offering fast and efficient service that would result in satisfactory completion to customer issues. The second was to offer branded touch points that reinforced the customers’ positive perceptions of the business and helped strengthen those relationships. Finally, he decided that market research and customer insight gathering could happen most efficiently during his team’s interactions.

Make Your Mission and Vision Pragmatic

Once you’ve established a mission and a vision for your customer service team, which should be about the most important priorities you focus on and how to get those done, take one additional step: Create a road map that makes it possible for your team to successfully implement your ideas. This should include guidelines for each type of role on specifically how it is expected to be carried out. It might involve gathering new data, updating your KPIs, or even shifting the way you evaluate employees on their performance.

It can be easy to get caught up in the heavy workloads involved in managing an active customer service team. However, leaders who take some time to step back and more closely align customer service operations with company goals will see several benefits. Not only will the impact of this work be recognized by the C-level colleagues, but every employee in the department will also be provided with a real chance to make a difference to the company’s bottom line.