Service goals should be budgeted every year along with sales goals. Despite their critical importance, WIGs can be neglected because of the temptation to focus on the urgencies of the day. Keep you accountable. We all know goal setting is a foundation of any successful business. Wildly Important Goals (or WIGs) are the few, highly important goals that must be achieved or no other goal matters. So we’re looking for a happy medium, where your goal is challenging enough to be stimulating and useful, but not too hard where you have a low chance of reaching it. Researchers have found that just by writing out a specific goal, they were 2-3 times more likely to actually follow through and do it. Identify The Wildly Important Goals (WIGs) Does everyone on your team know the team’s top two or three priorities (WIGs) and how they will align their efforts to achieve them? People are motivated either by extrinsic (external) rewards like money, or intrinsic (internal) rewards like meaning and purpose. Measure the KPI before and after the goal is set, and use the metrics to determine success or failure. These goals should be set based on existing data. Help you work out what your customer really wants. From The 4 Disciplines of Execution : by Chris McChesney, Sean Covey, and Jim Huling. Overarching business objectives should guide the Director of Support, who uses those goals to create supporting goals for the customer support manager. Lags are measures you spend time losing sleep over. As each level in the organization achieves a set goal the success should flow upward. Start small and be practical, and as your team meets specific benchmarks and smaller goals, larger goals can be updated and included as necessary. Even if your customer service department can’t objectively correlate their goals and efforts with ROI or profit increases, only those companies with goal-oriented, driven service departments will stay ahead of their competition. Discipline 1 is about focusing on wildly important goals. 3. Even as you focus on relationships and qualitative metrics, you must also find corresponding quantitative metrics. Give you a way to track your progress. You need a data source. I mean, you don’t want to have a goal of 100% customer satisfaction because as soon as you get that called from a pissed off customer your entire team has failed, and will stop trying as hard. Choosing their own commitments for the following week. One important reason to set goals is that it allows the entire support team to focus and work toward one common customer service objective. It’s better to pick one (max two) goals that map tightly back to the broader overarching organizational goals. Let’s just get straight to the meat and potatoes: When there are multiple things competing for your attention, psychologists call it “goal competition”. You can take it a step further by putting the written out cards (or posters) in a highly visible area in your workspace. Typically, the goals of the director will be broad and align with specific company objectives. Employees will be happier, more motivated, and more likely to succeed. Only change one variable at a time. You might have an extra layer or two somewhere in there, but the basic principle applies: The goal structure should be set in a way that if your customer support representatives achieve their goals it will propel the support manager closer to meeting his or her goals. Wildly Important Goal 2. Wildly Important Goals (or WIGs) are the few, highly important goals that must be achieved or no other goal matters. This requires HR experts to be successful partners of their fellow managers. Focusing on the wildly important means narrowing the number of goals you are attempting to accomplish beyond the day-to-day demands of your whirlwind. 3. So much research has been done on setting effective goals. The human resources department can have a huge impact on employee satisfaction. Whether you’re a director, or greenhorn representative, your goals should contribute the larger bottom line objectives of the company. Once you set a goal, say to improve representative satisfaction (a goal for a manager), you need to figure out what has to happen to achieve the desired outcome. For example, you could improve customer satisfaction by focusing on speed (time to first response), or by setting a goal to improve customer survey results. The purpose of such goals is to keep various sectors of the company intact amidst the challenges the business may encounter. It needs to be a symbiotic relationship - the goals of each organizational should feed (and support) one another. Patience is crucial for customer service professionals. A valuable indication of customer happiness. Another valuable indicator of customer happiness. To identify the WIGs for your team ask, “If every other area of our operation remained at its current level of performance, what is the one area where … 5. These typically concern short and long-range objectives that are in line with the organizations vision and mission. Lag measures track the success of your wildly important goal. Net Promoter Score (NPS). With measurable goals, each team member can see exactly where they stand, as well as the success rate for the entire department. And when you’re framing a target, whether it’s service or sales, remember that perspective is key. A new, wildly important goal can get lost in this storm. Customer service: how prompt and effective your support is, how many (or better: how few) repeat issues there are Product intelligence and design : indirectly through better listening, analysis, distillation of insights and more direct methods of inviting key persons behind the scenes (online and off) to help you create better products. For example, don’t change both the work environment and pay simultaneously, because you won’t know which one caused change. Here are some examples of measurable customer service goals and objectives at each level of the customer support pyramid. Your chances of achieving 2 or 3 goals with excellence are high, but the more goals you try to juggle at once, the less likely you will be to reach them. You could read studies for weeks if you wanted. They can help companies of any size improve their customer service and determine the appropriate, practical goals for a service department. Goal setting is less about the goal, and more about growth. A wildly important goal (WIG) is a goal that can make all the difference. No matter what you are trying to achieve, your success will be based on two kinds of measures: Lag and Lead. Drill down into your customer service department’s needs, methods, and metrics. Six Essential Goals for Customer Experience Strategy . Wildly Important Goal. Goals for a director of support will be designed for broader departmental and company objectives. People who use goals to guide their behavior and practice some form of essentialism and zero in on the most important goals certainly will do better. In the organizational whirlwind, people track countless numbers—finances, customer satisfaction scores, product life cycles, and so forth. Keep your customer service goals focused on relationships. This may lead to increased autonomy for your reps, which can contribute to higher employee satisfaction. ... Max & Max is the fictional story of Max the hunting dog and Max the customer service rep. Before we dive in, there’s one important point I need to make: The third point strikes a chord - you only hear from about 4% of your dissatisfied customers. Goals for a director of support will be designed for broader departmental and company objectives. Discipline #1: Focus on your Wildly Important Goals (WIG) WIG: A WIG is an acronym for a “Wildly Important Goal”. Apathy, procrastination, boredom, and a lack of engagement are all issues nearly every employee deals with at some point in their career, no matter how much they love their job. Survey every three months to see agent satisfaction. When your objectives aren’t quantifiable, it’s more difficult to see the success of your efforts. This direct feedback allows each participant to rate the quality of service they received on whichever key performance indicators (KPIs) the department sets as priority. Otherwise, you need to start measuring KPIs before you implement any goals because once you make a change, you need to measure the impact of the change. While the initial goal-setting phase does require a lot of planning, a solid list of goals will focus employees on the purpose of the business, align the actions of all team members with short and long-term success, while keep employees motivated to blows the socks of your customers. Get going with the Salesforce Starter Bundle. Revising a goal doesn’t indicate failure; it means you’re, How to Develop Challenging (Yet Realistic) Customer Service Goals, How Goals Improve Your Company’s Customer Service, How to Identify Effective Customer Service Goals, How to Reevaluate and Revise Your Customer Service Objectives, The Right Goals Can Reduce or Eliminate Customer Service Challenges, Customer Service Objectives and Goals Make Teams Stronger. 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