Chapter 14

1. Chapter 14 Get Employees to Give Great Service

2. 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

3. Articulate a Vision: What Managers Should Do First • Articulate a theme • Gather perceptions from customers and employees

4. Plan a Strategy for Customer Loyalty • Look ahead to what must be done to maintain and improve performance

5. 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

6. Lead and Motivate Employees • Shows the direction employees must go • Generates the energy • Provides the needed resources

7. Create and Sustain an Effective Work Culture • Vision • Value systems • Heroes • Rituals

8. Continuously Harvest A + Ideas • Use Brainstorming • Use Nominal Group Process

9. Control the Processes • Compare actual results to expected or planned-for results

10. Help Employees Set Contributing Goals • Goal setting • Powerful tool for focusing effort

11. Empower Employees • Empowerment • When employees are given the authority and latitude to take initiative on behalf of customers

12. 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