Setting goals ~ Jeanette Bunn

At Travel To Go, we work hard to improve our customer service and overall performance on a daily basis, and we always bounce some ideas around on how to achieve that. That’s why we decided to focus on goal setting during our latest company employee meeting. However, we didn’t want our employees to pick goals just for the sake of it, and not be able to measure the results. So we made sure all established goals follow the S.M.A.R.T. criteria (specific, measurable, attainable, relevant and time-bound) since this system has proved to work well in the business world for many years now. We asked our employees to come up with three relevant business goals, as well as three personal goals, and define the specific ways they would use to achieve their goals and measure them.

 

For example, let’s say that an employee’s business goal is to improve Travel To Go’s phone customer service. She could do that by aiming at returning every phone call within 30 minutes of the time the travel club member left a message. An easy way to measure this goal would be to keep a log of each return call for each message. Of course, to attain this goal our phone customer service representative would need a timer at her desk or on her computer to make sure she returns the call within 30 minutes.  Another way our agent could improve overall phone customer service would be to go through a short list of questions at the end of every call to make sure that all the member’s needs have been answered and satisfied. Completing such checklist would help reduce follow-up calls for unresolved questions or concerns.

 

Our ultimate goal at Travel To Go is to provide 5-Star Service to each and every one of our travel club members. What has been your experience with our 5-Star Service? What do you like best about it? Please don’t hesitate sharing it on the Travel To Go Facebook page.