Date post: | 22-Jun-2015 |
Category: |
Education |
Upload: | christopher-manfredi |
View: | 5,859 times |
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A Hands On ApproachPutting Our Backs into Customer Service
OverviewIssues/Problems
Questions & Survey Process
Survey Answers & Interpretations
Team Solutions & Conclusion
Introduction
Staff Issues
Management InterviewHigh Turnover Rates “...lucky to get workers to last 3 -6 months...”
Young & Inexperienced “...most barely out of high school...”
Intense & Stressful “...such a tough job...”
Training May Lack
Team Engagement
Staff BreakdownSeparate Staff Into Two Junior/Senior Staff Members
Combat Communication Issues
Hierarchy/Personality Problems
Questions/CategoriesIndividual Questions
Categories Examined Demographics Personality Training Technical Ability Management Issues
Survey KickoffTwo Sets 15 Senior, 32 Junior Level
Google Doc Launch Ease of Use, Automated Surveys
Two Week Time Frame
Answers - Junior EmployeesIt’s not the Training, It’s the Right Training/Trainer
Listening To What Employees Need Very Important
Answers - Junior EmployeesFiguring Out a Way to Take Away Customer Stress
Bring on the Tasks, Task Masters
How Does Massage Envy Bridge Pay Divide
Answers - Senior Employees
Prepared/Calm Management
Training Lacks/Hiring Techniques Weak
Answers - Senior EmployeesPositive/Happy Atmosphere But Lurking Stress
Customer Complaints/Staffing: Manager Stressors
Future Bright But Never Enough Money
InterpretationTraining Needs a Revamp
Money an Issue, Could Have Other Awards
Individual/Team Growth Needs to Be Optimized
SolutionsTraining Program Guide
Continual Training
Rewards Programs Local/Regional/Got Your Back
Growth Program
Team Building Events
Training Program BookCareer Tracking Guide
Junior Employees Track Own Career Progress
Senior Employees Ensures Subordinates On Track
(Thomas Building Block of Reward) (Kelly's Model of Attribution)
Continual TrainingBi-Monthly Follow Ups
Addresses Sales Pitch &Customer Issues
Management Focus OnJunior Employees
(Contingent Consequences in Operant Conditioning)
Rewards ProgramLocal/Region/NationalAwards System
Got Your Back Employee Recognition System
Actions Acknowledged for Junior/Senior Employees
(Herzberg's Motivator-Hygiene Theory)
Growth & Idea ProgramPlans & Guides Writtenfor Junior Employees by Senior Staff
Internal Training fromLocal to National
Training Builds from Inside Out
(Model of Self-Fulfilling Prophecy)
Team/Location BuildingFun Functions and Outings
Bowling/Pizza Parties
Neighborhood Sponsorships
(Model of Self-Fulfilling Prophecy)
ConclusionGreat Exercise, “Had Teeth”
Found Some Surprises
Management Happy &Locations Going over Implementation
Thanks
Questions?