86
■Receive no more than three order cancellations per year
resulting from customer service complaints.
■Ensure that 90% of customers choose to renew their con-
tracts.
■Identify reasons why customers are not renewing and
report this information to customer service manager each
month.Customer Service Improvements
■Contribute at least two customer service improvement
strategies per year.
■Evaluate and report on competitors’ customer service pro-
cedures.
■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 members to operate cash register so they
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.
■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.