Specific

Clearly define the goal with precise, detailed objectives. Answer the Who, What, Where, When, and Why.

Example: Improve customer satisfaction scores for online support by 20%. Focus on reducing average response times to under 2 hours and enhancing the quality of support interactions based on customer feedback.

Measurable

Ensure the goal has measurable criteria to track progress and assess completion. Include how you will measure progress and signify successful attainment.

Example: Customer satisfaction scores will be tracked through monthly surveys. Success will be indicated by a 20% increase in the average satisfaction score compared to the baseline measurement.

Achievable

Set a realistic goal that is attainable and within the scope of your abilities and constraints. Consider the steps and resources needed to achieve it.

Example: The goal is achievable with the implementation of a new training program for support staff and the introduction of a more efficient ticketing system. Resources required include training materials and system upgrades.

Relevant

Align the goal with broader objectives and ensure it is meaningful. Verify that it is worthwhile and aligned with other relevant goals.

Example: This goal aligns with the company’s broader objective of enhancing customer service quality and increasing overall customer retention. Improved satisfaction scores will contribute to positive brand perception.

Time-bound

Establish a clear timeframe for achieving the goal. Define deadlines and set a schedule to create a sense of urgency and keep the focus.

Example: The target is to achieve a 20% increase in customer satisfaction scores within six months. Key milestones include completing staff training within the first month and rolling out the new ticketing system by the end of the second month.

1. Month 1: Develop and implement a comprehensive training program for support staff.

2. Month 2: Upgrade the ticketing system to improve response time.

3. Month 3: Begin collecting customer feedback and monitor satisfaction scores.

4. Month 4-5: Analyze feedback and make adjustments to support strategies.

5. Month 6: Review final satisfaction scores and assess achievement of the 20% increase.

• Training Program: Lead by the Training Coordinator, with support from the HR team.

• Ticketing System Upgrade: Managed by the IT department.

• Customer Feedback Monitoring: Overseen by the Customer Service Manager.

• Final Review: Conducted by the Customer Service Director and reported to senior management.

• Feedback Collection: Surveys will be distributed at the end of each support interaction.

• Training Adjustments: Training materials will be updated based on initial feedback from staff.

• System Downtime: Potential downtime during system upgrades will be scheduled during off-peak hours to minimize disruption.