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Goals in this section can be used with any employee who

has direct contact with customers (both internal and exter-

nal), who is involved in enhancing customer experience,

or who supervises or manages employees who have direct

customer contact.

Customer Communication

■Conduct monthly customer focus groups that yield at

least one customer service improvement tactic each.

■Develop and implement customer feedback system by

year-end.

■Notify customers of changes in service call timing 100%

of time.

■Design and write clear and understandable product

manuals, as measured by customer feedback.

■Inform other employees in contact with customer of

previous conversations with that customer and the his-

tory of the situation.

■Ensure that no customer needs to repeat his or her

information during ordering/support call.

■Contact each customer at least 30 days before expira-

tion of contract to negotiate renewal.

■Contact product purchasers within 30 days of purchase

to discuss service agreement options.

Customer Satisfaction/Retention

■Maintain rating of at least 3 in customer surveys.

■Maintain a minimum of 90% customers returning to store.

■Receive no more than two customer complaints validated

by manager per year.

■Receive no more than three customer requests per year to

assign different staff member.

Customer Service and Support

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