Get Employees to Give Great Service Chapter 14

Customer Service, 5e Paul R. Timm 2 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Objectives Articulate a clear vision for customer service in your organization Organize processes, people, and resources to achieve the vision Lead and motivate employees Create and sustain an effective work culture Continuously harvest A + ideas Control the processes and help employees set contributing goals Empower and engage employees Tie the reward system to appropriate actions

Customer Service, 5e Paul R. Timm 3 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Articulate a Vision: What Managers Should Do First Articulate a theme Gather perceptions from customers and employees

Customer Service, 5e Paul R. Timm 4 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Plan a Strategy for Customer Loyalty Look ahead to what must be done to maintain and improve performance

Customer Service, 5e Paul R. Timm 5 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Organizing Processes, People, and Resources to Achieve the Vision Assign specific responsibilities to employees Give employees the supporting authority to fulfill their responsibilities Work to reduce potential problems caused by systems

Customer Service, 5e Paul R. Timm 6 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Lead and Motivate Employees Shows the direction employees must go Generates the energy Provides the needed resources

Customer Service, 5e Paul R. Timm 7 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Create and Sustain an Effective Work Culture Vision Value systems Heroes Rituals

Customer Service, 5e Paul R. Timm 8 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Continuously Harvest A + Ideas Use Brainstorming Use Nominal Group Process

Customer Service, 5e Paul R. Timm 9 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Control the Processes Compare actual results to expected or planned- for results

Customer Service, 5e Paul R. Timm 10 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Help Employees Set Contributing Goals Goal setting Powerful tool for focusing effort

Customer Service, 5e Paul R. Timm 11 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Empower Employees Empowerment When employees are given the authority and latitude to take initiative on behalf of customers

Customer Service, 5e Paul R. Timm 12 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Tie the Reward System to Appropriate Actions Receiving a positive comment card from a patient or guest Receiving an “atta-boy” or “atta-girl” recognition coupon from a supervisor Contributing a helpful suggestion Participating in team brainstorming Reading the monthly newsletter and completing a short quiz Attending optional follow-up training session after work hours