11: Targeting: Driving behaviour that impact your customer experience Flashcards
What is the importance of targeting?
It directs the focus of the company and determines employee behaviour, which ultimately affects the cx
What can happen with poor targets
Influence negative behaviours of employees- can cause them to feel rsuhed and rush the customer, and make them feel bad
T/F Too many targets are outdated
True
PCA vs FCR
Percentage of Calls answered
First Call resolution
Loopholes with targets
Bad for CX- when people paid to meet targets, there are loopholes they can use to achieve it (like purposefully disconnecting the call to inflate call answering rates)
Otherwise
Qualities needed to give a great CX as an employee
Empathy
Product/Service Knowledge
Clear Communication
What are some phrases that could be used in driving the customer experience?
Accountability
Efficiency
Empathy
Loyalty
Creativity
How to improve customer service
Identify customer needs
Take regular feedback
Improve quality
Follow up with customers, especially unhappy ones
T/F, the targets your company sets up and pays for communicates what the company actually values
True- like ADS- they were not passionate on helping customers
T/F
as people like pleasure and try to avoid pain):
it’s not targets that are the problem per se. You just
need to create targets that give employees pleasure. You need to balance
production targets with quality targets
True
PCA does not give pleasure- especially when working for flow
Reward staff on quality targets instead of paying them based off production ones
Tips too can be a reward system that stem from a great customer experience.
True
In testing your target:
- Look if you need it
- If it enhances the customer experience
- If it is outside in
- Are the behaviors it produces positive to the CE?
- Can you explain the meaning and motivate people to follow it
