Customer Support Goals, Objectives, Strategies, and Tactics

Here is a basic outline of an organization’s customer support goals, objectives, strategies, and tactics. Use this as a template to refine your message and to deliver the right results at the right time. Your finished product here should be 3-4 pages.*


Our Goal at _______ is to help grow our business, increase its revenue, and create and develop a well-seasoned customer base that evangelizes and promotes our brand as an excellent solution for our projects/services/products.


When customers pause their journey here, our Objective is to return them to their path happier than before they paused. We don’t just solve their problem, we amaze them. When we are successful in our Objective, we keep more customers, we increase applause for _____, we keep and increase revenue, and we minimize “haters”.


To empower Customer Support representatives with a variety of techniques (Tactics) to turn frowns upside down, to solve questions with investigative tools and to greatly enhance our customer’s ability to not only reach out easily, but to receive efficient, professional, consistent, responsive treatment that reduces a customer’s friction to zero in their necessary interactions with Support.


  • Hire best-in-class support representatives: ones who practice empathy and have a “heart for the customer experience”.
  • Document the Undocumented: you don’t know what you don’t know.
  • Clear escalation policy: if you don’t have one, make one today – and then refine it after each escalation and each month.
  • Metrics and Data: rely on metrics and data to help properly align resources.
  • Reduce Confusion: work effectively with sales, service, and marketing to communicate consistently.
  • Expect the Pause: treat the customer pause as “expected” and have plans in place on how to wow, amaze, and return the customer on their journey.
  • Empower customers and team members: provide solid tools, samples, and demos for customers to experiment to eliminate the need to practice on their own data and people (with which they are inherently unsure about).