Insights With Trent Munday

Many companies consider Customer Service as one of their Key Performance Indicators.  They endeavour to measure it, track it and then incentivise it. But I have a different attitude to Customer Service. I don't think it should be a KPI at all. Instead, just make sure you hire people based on their passion for Customer Service. Denying me a bonus because my Customer Service doesn't meet the performance criteria is unlikely to result in me giving better, more genuine service in the future. If I'm just not a customer service kinda guy, no amount of incentive will make me one. Sure, I can fake it if it means getting a bonus. But it will not be sincere. It will not be genuine. And ultimately, your guests and customers will see right through it. #customerservice #KPIs #attitudeiseverything