You’re managing a customer service team. How can you tell if you’re doing it right?

1 Customer satisfaction

One of the most obvious ways to tell if you're managing your customer service team well is to look at how satisfied your customers are with your service. You can use different methods to collect feedback from your customers, such as surveys, reviews, ratings, testimonials, or social media mentions. You can also track metrics such as customer retention, loyalty, referral, and churn rates. These data can help you understand how your customers perceive your service quality, value, and experience, and how likely they are to repeat business or recommend you to others.

2 Employee engagement

Another important indicator of your customer service management skills is the level of engagement and satisfaction of your employees. Your team members are the ones who interact with your customers daily, so their motivation, morale, and performance have a direct impact on your service outcomes. You can assess your employee engagement by conducting regular surveys, interviews, or performance reviews, or by observing their behavior, attitude, and feedback. You can also monitor metrics such as turnover, absenteeism, productivity, or quality scores. These data can help you evaluate how your employees feel about their work environment, culture, and goals, and how well they perform their tasks and meet their targets.

3 Service standards

A third way to measure your customer service management effectiveness is to compare your service delivery with your service standards. Your service standards are the guidelines and expectations that you set for your team and your customers, such as response time, resolution time, accuracy, courtesy, or professionalism. You can measure your service standards by using tools such as service level agreements (SLAs), key performance indicators (KPIs), or quality assurance (QA) audits. These tools can help you track how consistently and accurately your team meets your service standards, and how you can improve your processes, policies, or training.