Customers often base their opinion of a company on their service experience, so you want yours to be top-notch. Proper training helps employees achieve customer service goals, which in turn provides motivation to continue doing well and to keep improving.
As you embark on coaching your employees to make your customer service experience even better, you want the training to be as effective as possible. The three-step approach below can help, combined with using employee performance reports that can guide you in knowing where to start the conversation, and what to address first.
To set up your employee performance training as a roadmap for success and help your employees achieve optimal performance, follow these steps during your coaching sessions:
1. Prioritize issues.
Avoid piling up a laundry list of all areas for improvement at once. Rather, start with the top issue that will help your employee improve customer experience the most.
Employee performance reports can be used to analyze information that is customized to each employee. CSP provides several such reports. One that is useful in helping to identify priorities is the CSP Evaluation Summary report. This report can uncover patterns with its performance and satisfaction scores, and can quickly point out trends in an employee’s performance.
The Performance Criteria Scores by Employee report presents all criteria questions for all employees at once. It can be filtered by employee and date, and can show if the coaching is leading to an improvement in scores.
Or use the Performance Issues report to see all criteria scores and which ones are scoring the lowest. Are your employees consistently introducing themselves to your customers? Are they using the customer’s name? This report breaks down each behavior with percentages to give you an easy-to-read chart that also can be explored in-depth if needed.
Focusing on one issue at a time helps you hone in on a single aspect of performance that you can come back to in the future, as part of an overall evaluation of your employees’ responsibilities and expectations.
2. Investigate causes.
Is coaching and training the appropriate response to an employee’s performance? To find this out, analyze the performance areas that are below expectation. Determining the root cause for low performance will help you establish next steps with your employee.
Once you have used the Performance Issues report to identify the area needing improvement, identify the cause for it. Is the performance problem due to awareness, resources, ability, or effort?
Use the chart below to review the actions most appropriate to each root cause:
|Lack of awareness||Re-communicate expectations and priorities|
|Lack of resources||Help the employee secure the needed resources|
|Lack of ability||Coach and train the employee to improve their knowledge and skills|
|Lack of effort||Motivate or take disciplinary action|
3. Give constructive feedback.
Your analysis using the CSP reports will not only have revealed opportunities for improvement, but also areas of strength. Use these reports to guide you in the feedback you provide to your employees. Positive feedback strengthens performance and motivates employees to continue providing good customer service or improve upon past performance. Keep these tips in mind when providing feedback:
- Feedback should be balanced, touching on both strengths and weaknesses.
- People learn differently so find a variety of resources to help each employee meet his or her individual goals.
- To get the most value, both positive and constructive feedback should not be a one-time conversation, but an ongoing discussion.
Following these steps and incorporating reports such as those offered by CSP will allow you to continue increasing employee engagement. Help take your team to the next level when you take advantage of these tools and watch your employee performance soar.