Tips for Starting a Successful Business

How Are You Measuring Employee Success?

13 October 2016 by Brianna Cole

There's no shortage of complaints between employees, management, training, and even clients when it comes to customer service evaluation. In some cases, a new job needs to be created with multiple seats for evaluating how well an employee performs. Or businesses may use customer experience metrics to gauge how well an employee is received by clients, regardless of other performance areas. To get all of the information you need to make many different decisions—not just firing and reprimanding—here are a few evaluation points to consider.

Unraveling The Bad Customer Service Reports

Bad news is more popular than good news. The negative stands out, and while this may seem like a cynical point of view to some, it's actually a useful tool when it comes to avoiding bad experience—a tactic that is more key to survival and comfort than seeking out the best experience.

The problem is separating legitimately bad experiences caused by the business from problematic customers. It may be counter-intuitive to blame the customer from a business standpoint, but it's a fact that needs to be embraced and understood: some customers are just jerks to customer service.

Start with the positive when working with the negative. Why is the customer complaining? Your reporting system needs reliable ways to link the complaint not only to a representative, but to a set of reports and the product or service in question. It's not enough to dangle a bad report over an employees head; without the ability to understand the customer's problem, you may lose good representatives to a repeating problem.

Relying On Tracking For Easier Problem-Solving

A customer experience metrics professional can develop a system that more accurately links the customer to everything at stake. Instead of doing a lot of digging just to discover basic information, a customer's report can instead be tied to an identification number that brings up everything relevant to a report.

For example, if you set service experience surveys after every call, a report needs to be generated that tags the representative, the customer's account and any tickets. It can be helpful to attach call logs to see if any unsuccessful call attempts took place, just in case the agitation was caused by a bad connection.

When employee performance is the problem, the report can be used to add a counter to the employee's account. Repeat offenses can be more accurately tracked to see if the bad reports are a trend with the employee. The same thing needs to be attached to a customer's account.

For this reason, even calls into the customer service department must be logged as a customer call. Avoid anonymous reports if possible, and be sure to create a new temporary account that can be imported later. It still needs to be cataloged for sorting to keep everything fair and to track any misbehavior or harassment.

Contact a customer experience metrics professional, such as Interaction Metrics, to discuss tracking systems, analytical services, and ways to handle the reports in a fair way for all stakeholders.

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