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