visit britain customer service aims

Visit Britain relationships

VisitBritain is the organisation which oversees the marketing of the UK as a tourism destination and is funded by the UK government. The extract below gives some information about the organisation and its relationship with other tourism and non-tourism organisations.

Visit Britain

The British Tourist Authority (BTA) currently operates two distinct marketing bodies, VisitBritain (VB) and VisitEngland (VE) and both are funded by the Department for Culture, Media and Sport (DCMS) to promote Britain and England both overseas and at home as a tourist destination and to lead and co-ordinate the domestic marketing of England.

Both marketing bodies work in partnership with the national tourist boards of Northern Ireland, Scotland and Wales to promote an attractive image of Britain/England. The bodies provide impartial tourism information and gather essential market data and produce statistics for the UK tourism industry.

With dedicated staff in 23 offices around the globe, VisitBritain operates in 21 overseas markets. Our overseas offices work closely with British diplomatic and cultural staff, the local travel trade and media to stimulate interest in Britain as a tourist destination.

VisitEngland operates predominantly in the UK and is based in the same offices as VisitBritain in London.

In the UK both VE and VB have strategic partnerships with other organisations, such as the British Council, UK Trade & Investment (UKTI) and Foreign and Commonwealth Office, the British Incoming Tour Operators Association and the British Hospitality Association.

VisitBritain is the trading name for the British Tourist Authority (BTA) which has been in existence since the 1969 Development of Tourism Act, with VisitBritain in its current form standing since 2009 when responsibility for marketing England to the British was passed to VisitEngland.

GREAT Britain Campaign

VisitBritain has been running an ambitious four-year £100 [??] marketing programme, and a multi-million pound GREAT image campaign, working with Government and a vast range of partners, including UK Trade & Investment (UKTI), Foreign & Commonwealth Office (FCO), the British Council and the Department for Culture, Media & Sport (DCMS). 

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Having read the extract, answer the questions below.

Which government department funds VisitBritain?

Explain the different roles of VisitBritain and VisitEngland.

Name one national tourist board with which VisitBritain works in partnership.

Name two non-tourism organisations with which VisitBritain and VisitEngland have a strategic relationship.

What is the name of the marketing campaign mentioned in the resource?

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Visitbritain judges americans’ best british accents in tourism push ahead of coronation, the campaign aims to get tourists to think beyond just london.

Inspiration meets innovation at Brandweek , the ultimate marketing experience. Join industry luminaries, rising talent and strategic experts in Phoenix, Arizona this September 23–26 to assess challenges, develop solutions and create new pathways for growth. Register early to save .

Visitors who flock to the United Kingdom often head to London to see sites such as Buckingham Palace or Big Ben, but tourism body VisitBritain wants to demonstrate there is much more to see across the nation.

A recent marketing push from VisitBritain, created by agency Pablo London , uses both a new line of tea and an AI-powered mobile game to show off the diversity of the country’s regions and activities.

“Discovering new and surprising experiences is really high on the wishlist for our target audience,” VisitBritain deputy director of global marketing, Emma Wilkinson, told Adweek. “We’re looking to showcase our icons and what Britain is known for, but also show a lesser known side of Britain that’s full of those fresh and exciting experiences that hopefully encourage people to visit Britain this year rather than one day.”

Last month, VisitBritain worked with Cornish tea brand Tregothnan to create “The Great British Curosi-Teas,” a range of seven teas that each showcased a different British attraction. Monster Hunting Tea features calming manuka honey representing Scotland’s Loch Ness, while the Surf Tea uses Cornish sea salt to inspire visitors to hit the beach.

Chloe Fineman Returns to the Golden Age of Travel in Samsonite Campaign

To develop the tea range, VisitBritain uncovered the top motivators for audiences where the campaign is running–France, Germany, Spain and the Gulf region–and then used data to inform the flavors and blends.

A multimillion pound campaign incorporates paid social and out-of-home ads in Paris and Madrid. These markets were selected because they showed the strongest rate of post-pandemic recovery, meaning they have the highest potential for return visitors, said Wilkinson.

Americans love British accents

VisitBritain developed another campaign focused on the U.S. market that is based on the insight that Americans like British accents.

Production company The Mill created a “Fake Brit Till You Make It” app using 500 recordings from natives of Liverpool, Newcastle, Essex, Scotland and Wales. Users can try their own attempts at the accents and be scored on their accuracy. They are then encouraged to share their impressions on social media.

“Americans love a British accent,” Wilkinson said. “Britain has one of the highest densities of different accents heard anywhere in the world. A lot of the U.S. audience that we’re going after also watch a lot of British reality TV, and they’re already doing accents on their own on TikTok and Instagram.”

VisitBritain is working with influencers to try the game and share it on their own channels. It has also partnered with magazine Vanity Fair to run a “ Talk British to Me ” content series directing traffic to the game.

The VisitBritain website spotlights activities corresponding to each accent, such as the Johnnie Walker experience in Edinburgh, Scotland or white water rafting in Wales. VisitBritain also works with a variety of travel partners, including Hilton and Historic Royal Palaces, to guide customers along the booking journey.

Both campaigns will run until June and continue to evolve. For example, VisitBritain recently added a His Majestea flavor to its tea range to mark the coronation of King Charles on May 6, which was served during his state visit to Germany in March.

VisitBritian also plans to serve the teas at events planned for both the coronation and the Eurovision Song Contest running in Liverpool May 9 to 13.

“We’ve got a really exciting couple of months ahead, so we want to celebrate those moments on the world stage,” Wilkinson added.

Samantha Nelson

Samantha Nelson is a freelance writer for Adweek.

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Introduction to tourism in britain, how tourism is structured in britain.

Britain’s tourism industry is a dynamic affiliation of public and private sector organisations – such as small to medium-sized enterprises (SMEs), international private businesses (for example airlines and large hotel chains), and destination organisations at local and regional levels.

Domestic tourism is the core of businesses revenue (generally at least 80%, particularly outside London), with demand peaking during the UK school holidays, especially during Easter and summer. Dealing with the demands of international visitors requires specialist knowledge, cultural understanding and investment.

We (VisitBritain/VisitEngland) are a non-departmental public body, funded by the Department for Culture, Media and Sport (DCMS) through a grant-in-aid (GIA). Scroll down to find out more about our role, or visit the Who we are and What we do pages to discover our mission, activities and teams.

VisitBritain is responsible for marketing Britain internationally. Tourism is devolved in Britain, with England , Scotland and Wales each having their own national tourist boards. In addition, London has its own promotional agency. Read on to discover how we work closely with all of these organisations.

Devolved organisations for tourism in the UK

VisitEngland is the national tourism organisation for England, responsible for developing England’s visitor economy. For more details, see the section on How tourism is structured in England, below.  

Visit Wales is the Welsh Assembly Government's tourism team, within the Department for Heritage, having taken over the former Wales Tourist Board (WTB). It is responsible for the promotion and development of tourism in Wales.  

VisitScotland is the national tourism organisation for Scotland; it exists to support the development of the tourism industry, market Scotland as a destination and provide leadership and direction for the sector.  

Northern Ireland

Tourism Northern Ireland is part of the Department of Enterprise, Trade and Investment (DETI). It is responsible for developing tourism, supporting the industry and marketing Northern Ireland as a tourist destination.

Tourism and the UK Government

The UK Government sets the overall strategy, policy and objectives for tourism. The Secretary of State at the Department for Culture, Media and Sport is Rt Hon Lucy Frazer MP , who is responsible to the UK Parliament for our activities. The Minister with responsibility for tourism is Rt Hon Sir John Whittingdale OBE MP , who took over the role from Julia Lopez MP when she commenced maternity leave in May 2023.

VisitBritain is a key partner on the GREAT campaign , the UK Government’s ambitious international promotional campaign to inspire and encourage people to visit, do business, invest and study in the UK.  

Government organisations that impact tourism in Britain

Department for Culture, Media and Sport Our parent department, responsible for tourism policy and the funding of tourism promotion by us, as well as many of the key stimuli for tourism – such as museums, the creative industries and the arts.

HM Treasury Decision-making department on funding for the overseas promotion of Britain, and policies which impact international tourism – for example Air Passenger Duty, VAT and business rates.  

Home Office Impacts ease of travel to Britain through visas and border controls. Parent department for the UK Visas and Immigration agency. Also responsible for other matters affecting tourism, including licensing.

Department for Transport Impacts ease of access to Britain through aviation and shipping policies, and the UK domestic transport system (road and rail).

Foreign, Commonwealth and Development Office Our partner in the GREAT Britain campaign with the majority of our overseas staff located in FCDO offices. Tourism is a component of public diplomacy and soft-power. Parent department of the British Council.

Department for Business, Innovation and Skills Our partner in the GREAT Britain campaign and, with the Department for Communities and Local Government, responsible for Local Enterprise Partnerships and the Regional Growth Fund. Parent department of Department for International Trade.

Department for Levelling Up, Housing and Communities Responsible for housing supply and home ownership, local authorities, local growth and public services. The government will continue to deliver Devolution Deals as proposed in the Levelling Up White Paper, providing greater freedoms and flexibilities at a local level, to enable councils to work effectively to improve the Visitor Economy in their area. In some areas, these are being delivered through Combined Authorities.

Department for Business, Energy and Industrial Strategy Responsible for business, industrial strategy, science, research and innovation, energy, clean growth and climate change.  

How tourism is structured in England

In many areas of England, a single entity coordinates tourism – commonly known as a Destination Management Organisation (DMO). They come in a variety of sizes and forms, and handle everything from management to marketing. They work with a wide range of local stakeholders, including the tourism business community, local authorities, business improvement districts, transport operators, visitor information providers, landowners, cultural bodies, retail associations and community groups.

In a dynamic new initiative, we are also creating a nationwide network of Local Visitor Economy Partnerships (LVEPs) to lead, manage and market their destinations, working at a strategic level. The LVEP programme is the implementation of the de Bois independent review of DMOs, in line with the UK Government’s response. 

Since 2011, in response to government policy on local economic growth, 39 Local Enterprise Partnerships (LEPs) have also been established. These are responsible for driving economic growth in their areas and working in partnership with key sectors and stakeholders.

Destination Management Organisations (DMOs)

England’s destinations are disparate and multifaceted, host to numerous stakeholders with their own specific needs. The DMOs responsible for the local visitor economy can also be varied: they might be public sector bodies such as local authorities with definitive boundaries, private companies or partnerships between the public and private sector.

Well-managed destinations are more likely to sustain investment, business growth and employment without a detrimental effect on the environment or local population. The best-managed destinations are also likely to attract inward investment across a broader range of sectors, as well as value-added jobs and new talent. This makes them great places to live, work and visit. 

From promotional activity to research and insights, we help destinations grow their economies through tourism. Of the various tools, the most effective are Destination Management Plans and Tourism Growth Plans , which create an integrated and long-term approach to destination management.  

Local Visitor Economy Partnerships (LVEPs)

Following the de Bois review of the structure, funding and function of DMOs, we are creating an additional portfolio of nationally supported, strategic and high-performing Local Visitor Economy Partnerships (LVEPs), which represent their destination at local and national level. 

These LVEPs lead, market and manage tourism within their area, working in partnership with other destination organisations, local government and businesses. They provide strong local leadership and governance, and deliver robust destination management and planning – ensuring all key public and private sector partners are integrated into the development of the plan and its implementation. 

At VisitEngland, we provide targeted support, advice and guidance; we expect there will eventually be around 40 LVEPs across England. 

Learn more about Local Visitor Economy Partnerships .   

Local Enterprise Partnerships (LEPs)

Local Enterprise Partnerships (LEPs) are voluntary collaborations between local authorities and businesses. 

They were first formed in 2011, and there are currently 39 LEPs in operation. Their primary function is to determine economic priorities and lead economic growth and job creation within local areas. Where tourism is a recognised tool for driving growth, they work on specific projects and initiatives in partnership with DMOs.

All LEPs have developed a Strategic Economic Plan and European Investment Strategy, which sets out priorities for how their government funding will be targeted to deliver growth and jobs. This funding is used to leverage further public and private sector investment into their areas.

LEPs play an important role in the growth of the local visitor economy by encouraging and reducing barriers to inward investment, developing infrastructure projects, supporting businesses and up-skilling the local population.

Learn more about Local Enterprise Partnerships .   

Government plans and initiatives to support the tourism sector

Alamy Stock Photo

Tourism Recovery Plan: rebuilding post COVID-19

The COVID-19 pandemic had an unprecedented impact on Britain’s tourism industry: explore how we are working to rebuild the sector , recover trip volume and spend, and establish a clear policy direction for the future.  

Shutterstock / Richie Chan

Tourism Action Plan: boosting travel and leisure in Britain

Learn how we have contributed to the UK Government’s Tourism Action Plan – which focuses on the sector landscape, industry skills, common-sense regulations, public transport and visitor experience.  

Tourism Sector Deal: a “game changer for the economy”

Praised by leading industry figures, the Tourism Sector Deal aims to reinvigorate the industry by creating 10,000 more apprenticeship starts per year, investing £1 million in recruitment and increasing global market share.  

Resources for students

VisitBritain/Nemorin

Calling all students. You can access a wealth of information about tourism in Britain, and learn more about our mission to market Britain overseas in the Student resources section.  

Tourism industry groups and bodies

VisitBritain chairs a number of industry-leading groups and bodies, including:

British Tourism Industry Group (BTIG)

BTIG is our (VisitBritain’s) main stakeholder group, bringing together senior government representatives, industry and tourism bodies to discuss issues relevant to the industry. By facilitating a dialogue between us at VisitBritain and the wider tourism industry, BTIG allows us to fulfil our statutory role as a trusted advisor to the Government on tourism matters. The group is chaired by our CEO, Patricia Yates.  

Tourism Industry Emergency Response Group (TIER)

TIER is a small group of key tourism industry organisations and government representatives, and is facilitated by us. It develops plans for crisis scenarios, as well as managing the industry’s response to specific crises. Group members include the Association of British Travel Agents, UKinbound, UK Hospitality, Britain’s national tourist boards, British Airways and the Association of Leading Visitor Attractions.  

Trip-planning resources

Visitbritain.

Discover where to go in Britain with our guide to the best places to visit, things to do and getting around.  

VisitEngland

Explore different regions through our destination guides, or plan weekend breaks and longer holidays.  

Useful associations, clubs and groups

Association of British Travel Agents (ABTA) Trade association for UK travel agents and tour operators in Britain.  

Association of Independent Museums (AIM) Represents the UK’s independent museums, galleries and heritage organisations.  

Association of Leading Visitor Attractions (ALVA) Represents the UK’s most popular, iconic and important tourism attractions.  

The British Beer and Pub Association (BBPA) The voice of brewers and pubs – of all sizes – across Britain.  

BALPPA (British Association of Leisure Parks, Piers and Attractions) Represents the UK’s leisure parks, piers, zoos and static attractions sector.  

British Destinations Trade association for major UK destination-based tourism interests.

British Educational Travel Association (BETA) Represents youth, student and educational travel-related producers and suppliers.  

British Guild of Tourist Guides The national membership organisation for Blue Badge guides across Britain.  

British Institute of Innkeeping (BII) Professional nationwide body for Britain’s licensed retail trade.  

The Camping and Caravanning Club (CCC) The world’s oldest and largest club for all forms of leisure camping.  

The Caravan and Motorhome Club Provides services and activities for caravan, motor caravan and trailer tent owners.  

Heritage Railway Association (HRA) Represents heritage railways and preservation groups in the UK and Ireland.  

Historic Houses Association Represents privately owned historic houses, castles and gardens.  

HOSPA (Hospitality Professionals Association) Supports hospitality specialist leaders in networking, learning and development.  

Institute of Hospitality (IoH) Supports managers working in the hospitality, leisure and tourism industries.

CIMSPA (Chartered Institute for the Management of Sport and Physical Activity) Professional development body for the UK’s sport and physical activity sector.  

Institute of Tourist Guiding The standard-setting body for Blue Badge tourist guides and the guiding sector.

Institute of Travel and Tourism (ITT) Represents individuals employed in the travel and tourism industry.

Local Government Association The voice of local government within the national arena.  

National Parks UK Representing national parks throughout the UK.

Tourism Alliance Lobbying body for all businesses involved in the delivery of tourism.

Tourism Management Institute (TMI) Professional institute for people working within destinations.  

Tourism Society Forum for professionals working in all sectors of the tourism industry.

UKHospitality Represents the hospitality industry, identifying key issues and lobbying.

UKinbound The trade association that represents the UK’s export tourism businesses.

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Everything you need to inspire your clients. Discover new products, experiences and itinerary ideas – plus useful resources and the latest market insights.

Reach new customers and increase your profitability. Drive sales with our tools, events and training, find out about quality assessment and get expert guidance from the England Business Advice Hub.

Build sustainable and valuable growth. Learn about England’s new destination management structure, find expert advice, and boost your proposition with our training and toolkits.

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Studying tourism at school, college or university? We’ve gathered essential resources and data for students of tourism, plus information about our internships.

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20+ Important Strategic Customer Service Objectives

If you can’t measure it, you can’t improve it.                                   William Thomson, Lord Kelvin

Read, absorb this quote and let’s answer a question-

Do you follow specific customer service objectives as parameters to gauge the performance and efficiency of your support team?

If not, then how do you measure customer success? If this got you thinking, then it’s high time for you to establish customer service work objectives and tweak your customer service strategies to enhance the quality of customer support . 

Are you looking for examples of customer service objectives that you need to implement in your enterprise ? Well, we got you covered! In this blog post, you can discover service objectives examples ideal for all types of organizations . So, let’s find out!

Every business owner will resonate with the fact that customers act as the lifeblood of every organization. So their satisfaction is of utmost significance for the success of the organization, which can be ensured by offering top-notch quality customer service.

Great customer service is more than just meeting the needs of the customers. It aims at exceeding their expectations. A satisfied customer would love to continue buying your products/services. And not to forget, happy customers bring in more business through referrals. Hence, offering top-notch quality customer service is something you can’t afford to miss out on.

How will you ensure that your company can offer high-quality customer service? How will you measure the performance of your customer support team? For this, you’ll have to establish important strategic customer service objectives.

This brings us to the question, “ What are Customer Service Objectives ?”

The targets or goals that your organization intends to achieve through its customer service are termed as customer service objectives. These objectives can also be used to evaluate the performance and efficiency of the support team. A company that establishes customer service objectives & strategies can create better relationships with its customers.    

What Is the Common Objective of Customer Service?

The prime objective of customer service is to identify queries of customers, interact with customers, answer the queries of customers, resolve service issues, enhance customer experience and foster relationships, improve credibility and create customer loyalty. Apart from these, there are innumerable customer service performance objectives.

Objectives of Customer Service  

Below we have put together some ways by which you can boost customer service by setting oriented business objectives and strategies:

#1. Enhance Customer Satisfaction

Customer satisfaction is the most important business objective and driving force behind all the achievements during the lifecycle of a business. Customer satisfaction can be measured by various means like surveys, feedback, etc. It is essential to evaluate customer feedback to unveil essential takeaways from it and implement them into business strategies. 

It is also important to receive customer feedback using the right method. Depending on your customers and the nature of the service you offer, they may be more open to providing feedback one way over another. For example, some customers may prefer to be interviewed or asked for feedback over a phone call. Others might prefer being asked specific questions through a detailed and well-designed questionnaire . Choosing the right avenue is integral to receiving quality input from them.

Customer feedback can be useful in upgrading both processes – manufacturing, and operations. There are various means of collecting customer feedback like surveys , questionnaires, emails, calls, etc. The feedback collected via these channels along with the recurring complaints raised by customers can be used to address the flaws in the system and implement new strategies to enhance customer satisfaction.

#2. Build More Customer Loyalty   

When a customer is happy with the service, he/she will come back and make regular purchases. This builds customer loyalty. A business can retain its customers by offering superior quality customer service. Customer loyalty can be measured in terms of regular/loyal customers who make regular purchases with a brand.

To build customer loyalty, a business can offer upgrades or exclusive discounts to customers to add value to their services. 

#3. Increase Customer Lifetime Value

Customer Lifetime Value refers to the amount of revenue that is likely to be generated by a customer during his/her entire life with the brand. You can increase the lifetime value of customers by offering the best customer services. You can design specific strategies with the help of data you collect throughout the customer journey. You can collect data via surveys, chat history, support tickets, and self-help documentation. 

#4.   Invest in Customer Management

Companies should deploy tools such as CRM software and  AI Help Desk Management  to enhance customer service and build a more trusted and intimate customer relationship. Remember, customer intimacy allows your business to learn about customer problems first and allows you to craft more suitable product or service offerings that enable you to win in your market.

These tools can help in framing effective strategies for delightful customer service to current customers. You can also use the data from these tools and create strategies to attract new customers for lead generation .

These tools work on the data that is collected via live chat history, ticket generation, customer queries, effective solutions to measure customer success. 

#5.  Improve Customer Retention

When customers have a problem with your products/services, they report it. The response of the support team decides whether the customers are delighted or disappointed.  Hence, good customer service can satisfy the customers, which, in turn, leads to their retention.

Involving customers throughout the process of solvent extraction and educating them via self-help documentation helps in formulating effective strategies for customer retention. 

Recommendation Read: How to Build a Customer Retention Strategy

#6.  Boost Customer Recovery

Great customer service aims at converting a dissatisfied customer into a happy customer.  When a customer is unhappy with your company’s product/service, you should take it as an opportunity to present them with the outstanding services that your business has to offer them.

The customer recovery process is also an opportunity to prove to the customer that he/she is valued, and you are ready to give them some special perks. You should resolve their issues in a friendly and diligent manner to ensure their recovery.

#7.  Enhance Productivity

The best customer service work objective is related to achieving enhanced productivity. Customer service productivity is measured in terms of calls handled in an hour or cases resolved in a day by the team.

You should train your service reps to solve most of the minor issues in a single reply. This enhances productivity considerably.

#8.   Boost sales

Customer service has a direct and indirect relationship with sales. Sometimes, potential customers may reach out to the agents to get more details about the company’s products/services. In such a scenario, the agents can enhance sales by convincing the customers to make a purchase.

Apart from the direct impact on sales, good customer service also impact the sales indirectly by satisfying the customers. When customers are satisfied, they’ll buy more products from the company and may even refer to their friends.

#9.  Improve Ratings and Reviews

Potential customers often assess the ratings and reviews given to a company by its customers. A company with positive reviews and impressive ratings has more chances of acquiring new customers.

Excellent customer service ensures that the existing customers are happy with the company. They are most likely to give positive reviews and good ratings. Hence, customer service should aim at enhancing the ratings and reviews of the company.

#10. Positive Customer Experience

A positive customer experience is the basic foundation of a successful business. It’s one of the most important factors that make or break a business. To frame a successful strategy for a positive customer experience, businesses should analyze the customer data from the support tools and integrate key takeaways from it. 

Delightful customer experience creates a recurring effect and keeps the customers coming back for more business. These customers don’t hesitate to refer the brand to others, thereby helping in generating more business. 

#11. Improvement in the Existing Products and Services

All businesses should have a customer-centric model. When customers are kept at the heart of the business, the products and services turn out to be tailor-made for them. Through customer service, your representatives can understand the needs and pain points of customers. This gives valuable customer-related insights that can be used to improve existing products.

Furthermore, customer service procedures can also be improved to identify the problems of the customers effectively and resolve them on time. You can integrate help desk management software in your business to improve customer service.

#12. Enhanced Customer Advocacy

Companies these days are stressing a lot on customer advocacy as it is turning the tides in favor of businesses. Appointing customer advocates helps businesses to frame customer centric-strategies for enhanced customer support and marketing. The customer advocates should be given targets related to ensuring customer satisfaction by taking feedback from the customers and improving the products based on the suggestions given by customers.

#13. Seeking Feedback

To deliver a top-notch customer experience, you must know which areas need improvement. Seeking feedback from the customers helps in identifying grey areas, which can then be improved. Hence, constructive feedbacks help in improving customer service.  

Customer feedback can be collected via surveys , online questionnaires , emails, phone calls, net promoter score surveys , etc. 

#14. Product Knowledge

The customer service objectives related to product knowledge include upgrading the knowledge and skills of your employees. You should aim at offering training and certifications to the customer service team so that they are well-equipped to help the customers. 

Also, having a well-placed internal knowledge base in place can fully equip your employees to efficiently handle customer concerns and create a delightful experience for your customers. 

#15. Fostering Customer Relationships

You should also set customer service work objectives that foster relationships with the customers. For instance, you can set a target for your account executive to call the customers from time to time and understand their problems. This fosters customer relationships. Sending emails on special occasions of customers is another way to build stronger bonds with customers. 

You can also send special offers directly to the inbox of the customers to mark their importance in your business. These strategies add value to the customer experience. 

#16. Training and Development

You should stress on regular training and development of your service team to ensure good quality customer service. You can provide training on soft skills to the service reps to keep them on track with the industry’s latest customer service trends.

A great strategic move would be to model a support enhancement training program based on the feedback received from customers. Remember to appreciate the reps when they manage to delight customers.  

#17. Increase in Revenue

Profits are essential for the success of any organization. You can boost the profitability of your business by enhancing its revenues. For this, you can define a revenue target for different departments/areas, including customer service. 

Tracking the buying pattern of customers can be a way to understand the points where customers might be willing to spend extra. Accordingly, you can formulate revenue strategies to increase profitability. 

#18. Grow Value for Shareholders

The topmost customer service team goals example is related to growing the value for the shareholders. You should define the profits that your organization intends to increase for all the stakeholders, owners, and shareholders. Providing exceptional customer service enhances the benefits for all the stakeholders.

And if you think you can do without stakeholders in your business, you might be wrong. You need stakeholders for financial and practical support. These people are the well-wishers of the company and form the core support system of a business. 

#19. Manage the Costs Effectively

A business rotates between the profit and loss margins. To keep businesses thriving, revenue and expenses should be maintained. This can be done by managing the cost. Good customer service can help with cost management in many ways.

Using a knowledge base for self-help for customers and agents can help in reducing the expenditure incurred in maintaining an extensive support team. Proactive problem solving can reduce the number of customer issues, thereby reducing the requirement of support staff. There are several other ways in which customer service can help in maintaining the cost. 

#20. Enhance Brand Image

You should also set targets related to enhancing your brand reputation. If you offer top-notch services to the customers, it will automatically elevate the brand’s reputation. On the other hand, poor service can deteriorate the reputation of the brand.

Customer reviews are a great way of building a positive brand image. Once you are sure that your customers are leaving on a happy note, you can ask them for reviews. 

#21. Positive Word of Mouth

You should set a target to offer good customer service such that it generates loyal and happy customers who won’t hesitate in referring your brand to friends and family. Satisfied customers would post their experience on social media or create product descriptions, which is an excellent way of word-of-mouth marketing. 

Powerful Strategies to Enhance Customer Service

According to a survey conducted by Temkin Group, 77% of customers will recommend a brand to their peers if they are happy with the overall experience. This clearly shows the importance of offering great customer service. 

86% of millennials say they are influenced by negative reviews when purchasing a product or service.  Hence, enhanced customer service has become the need of the hour. If you intend to enhance your customer service, then you can follow some tried and tested customer service strategies:

#1. Take Feedback from Customers

Customers are at the core of every business, and their needs matter a lot. You should comprehend the needs of your customers as well as their pain points. This would allow you to deliver customer service that caters to the customers.

You can create surveys where you can ask various questions from the customers and take their feedback. You can collect customer feedback via multiple channels:

• Scored Surveys
• Online Questionnaires  
• Net Promoter Score Surveys
• Phone Calls

In addition to that, you can even create a complaint system where your customers can raise their issues.

Feedback from the customers allows you to find out the positives and negatives of your services. You can modify your support system accordingly.

#2. Strengthen Your Customer Support Team

Your service team represents your business while interacting with the customers. So, they should be trained to represent a positive brand image and gratify the customers at all times. You should hire the right candidates in your team who possess traits such as empathy, knowledge, effective communication skills, and problem-solving skills. 

There should be a process for performance appraisals, which can be used as a means to appreciate the work of outstanding reps. This will motivate all the employees to deliver superior quality customer service.     

#3.   Offer Omnichannel Customer Service  

The best way to attract customers and offer extraordinary experiences is by offering multi-channel service and support. You should ensure that your customer support pages are compatible with mobile phones so that customers can get their issues resolved on the go. 

Learn more about Customer service Objective

Q. why is customer service strategy important.

Every process in your business needs to have a strategy in place. Right from minute management to looking after your customers, everything needs to have a strategy. This way, you have complete knowledge of what needs to be done and how – without any confusion. And, that’s exactly why companies who have a strategy in place offer delightful customer service.

Q. What is the objective of customer service?

Two words – happy customers. The main objective of customer service is to answer customer questions instantly and accurately to ensure all customers are satisfied. Another important objective of customer service is to boost brand value. With happy customers, your brand gains recognition and, in the long run, yields a lot of benefits. 

Q. What are the main purposes of having a customer service plan in place?

The main purpose of having a customer service plan in place is to have a clear-cut idea of how your business will offer customer service smoothly. Customers can come up to you with several queries of different types, but it’s how your agents deal with them and how you accurately you answer their questions that do the trick. It becomes easier to answer customer questions accurately and deal with any situation hassle-free with a plan in place.

Q. What are the 3 key elements of good customer service?

The 3 key elements of good customer service include:

• A channel that customers can use to contact companies
• Real-time issue resolution
• Post-resolution customer feedback to understand how customers felt during the process and how companies can be better.

Q. What are the three most important characteristics of customer service, and why?

The three most important characteristics of customer service include patience, empathy, and product knowledge. Support agents who provide answers to customers can only give accurate answers if they have complete product knowledge. Also, agents need to understand that customers do not have technical or product expertise, so having patience and empathy is also crucial when offering customer service.

About the author

Jared cornell.

Jared is a customer support expert. He has been published in CrazyEgg , CoSchedule , and CXL . As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction. You can connect and engage with Jared on Twitter , Facebook , and LinkedIn

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