OKR template to enhance ability to handle challenging customer situations

The OKR seeks to enhance the ability to handle challenging customer situations. The first objective involves completing an advanced customer service training course with a final assessment score of at least 90%. This is to be achieved by enrolling in, diligently attending, and actively participating in the course.

The second objective aims to improve customer satisfaction ratings among difficult cases by 15%. This will be achieved by regularly gathering customer feedback, reviewing and enhancing current complaint resolution procedures and implementing advanced training for handling difficult cases in customer service.

The third objective involves resolving 20% more difficult customer issues without any managerial intervention. It implies improving product knowledge, undertaking problem-solving and advanced customer service training, and developing strategies to handle difficult customers.

The OKR, in essence, is dedicated to improving customer service skills, specifically in dealing with challenging scenarios. This includes enhancing problem-solving skills, fine-tuning complaint resolution procedures, and bolstering product knowledge.