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Use Recognition and Rewards to Improve Customer Service Reps' Performance
To boost frontline rep's performance, try three distinct types of recognition program.
By: Sharon F. Benigson, Customer Service Group
In the April issue of "Customer Service Newsletter,"
* Company-to-employee recognition. This includes programs like Employee of the Year and Employee of the Month, and longevity programs such as ten-year pins, and the like. These are the big, organizational programs that recognize and reward employees who model desired behaviors or corporate values over the long-term.
* Manager-to-employee recognition. This involves the day-to-day acknowledgment of strong performance. But it requires that managers be on the floor, attentive to what reps are doing, and looking for people who are doing the right thing. "It's what a good coach does," Snow says, " acknowledging and reinforcing the effort while helping the rep to tweak the technique."
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About the Customer Service Group
For more than 20 years, the Customer Service Group has provided training and motivational materials to customer contact professionals in all industries.