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Goals in this section can be used with anyone who man-

ages or supervises staff having customer service and sup-

port responsibilities.

Customer Communication/Satisfaction

■Conduct monthly customer focus groups that yield at

least one customer service improvement tactic each.

■Develop and implement customer feedback system by

year-end.

■Ensure that customer inquiries and complaints are

responded to within one working day.

■Ensure that customer complaints are resolved within five

working days.

Customer Service Improvements

■Reduce department complaint level to 3% of transactions.

■Develop strategy to use employee suggestion boxes to

improve customer service.

Customer Service Management

■Ensure that all employees can explain various merits of

products to customers.

■Train all staff in operation of cash register so each

employee can cover in emergencies.

■Orient new floor staff within two days of hiring.

■Schedule shifts so there are no fewer than three floor

workers available at any time.

■Contact 10 customers a week to follow up on customer

service perceptions.

■Monitor 10% of incoming calls to call center.

■Provide feedback to each employee on his or her cus-

tomer-handling process at least once a month.

Customer Service and

Support—Management

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