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■Ensure that service call scheduling results in no more than
an average delay of 10 minutes in arriving.
■Ensure that all staff members understand and apply prop-
er phone etiquette.
■Reduce time that customers spend on hold by 10%.
■Reduce merchandise returns from present level storewide.
■Ensure that all staff can correctly apply returns and
refunds policy 100% of the time.
■Accurately plan customer service loads to reduce over-
time to less than 2% of total hours worked.
■Implement a system of employee recognition (for superi-
or customer service) that majority of employees endorse.Customer Service Quality
■Maintain at least 95% of items as “in stock” for any given
month.
■Reduce checkout wait time to an average of five minutes.
See also:Communication, Retailing/Merchandising—Manage-
ment, Sales and Business Development—Management