The importance of developing and implementing clear customer service standards.
- Service standards set a target for companies to meet customer needs through the use of its people, systems and technology.
- Establish a goal to direct your efforts
- Give a clear sense direction
- Tell what level must be reached
- Give something to measure success against
- Develop customer service standards- Service standards are usually defined in terms of:
- Customers expect accurate information and accurate deliveries – only 100% is acceptable as a standard under this heading. ‘We got most of your order right’ is a response that is not appreciated by a customer.Examples of service standards reflecting the accuracy of a service are ‘the information quoted in a telephone conversation is 100% accurate’ or ‘the parcel received by the customer contained all the goods ordered by the customer’.
- How often do you hear the exclamation ‘they didn’t answer the question!’ It happens often when politicians are being interviewed on TV but it shouldn’t happen in the commercial world.Appropriateness is about ensuring that the customers’ expectations have been met, particularly in an enquiry situation.
A customer writes to an organisation with a three-part enquiry. The customer receives a response that is on time, totally correct in what it says – but fails to address one of the three topics in the original enquiry. Such a response would fail the appropriateness standard – again based on a 100% expectation.
- Delivery in three days’ or ‘calls answered in 20 seconds’ are phrases that give the essence of a service standard that involves a timeline. These statements need to be defined precisely before they can be considered as true service standards.
- The standard is of no use if performance against it cannot be measured. Technology often has a role to play in monitoring performance against timeliness standards – particularly in–coming telephone calls. Feedback forms or follow-up calls/questionnaires can be used to check customer feedback. It is important to get expert advice on sampling.
Appropriate ways in which supervisors can monitor and measure the performance of team members.
- performance monitoring is systematically gathering and analysis of information in parallel with the accomplishment of the task or job. In other words it means that as the work is being done, someone has the task to gather information and make the necessary analysis from which we can get a clear picture on the actual performance and make necessary decision
- Productive employees are the lifeblood of every recruiting business.
- Punctuality: Employees who regularly arrive late for work or are frequently absent from the office are unlikely to be meeting their performance objectives. The underlying issue needs to be addressed here – have they received adequate training? Do they get along with their co-workers and manager? Issues with punctuality mean an employee is not doing their job to their full potential and a negative attitude may also be affecting their colleagues.
- Quality of work: The timely completion of projects to the desired standard is a key indicator in measuring employee performance
- Observe personal habits: Perpetual bad habits can detract from employee performance. This may include indulging in office gossip, taking unauthorized breaks, disruptive behavior and the use of computers for personal reasons (such as social media, online shopping). In order to prevent these habits from being adopted by their co-workers, you must be clear on what is acceptable in your business and issue an appropriate behavioral code.
- Check their attitude: A bad attitude will often manifest itself in insubordinate behavior. Again, this is indicative of an individual who is unlikely to be meeting their performance objectives. Typically, these employees will not comply with company policies and are likely to display disrespect for your company and co-workers.
- Carry out a client survey or feedback: The consequences of poor employee performance will ultimately manifest themselves in customer service. A client survey can quickly identify issues with individuals. A positive response means your employee performance is meeting or exceeding expectations.
How performances against customer service standards can be recorded and communicated.
- Identify what the failure in the delivery is- the results can only be measured by sales, customer satisfaction, percentage of repeat business are like the outcomes of high customer service l believe, this can be resolved by helping that certain individual to learn whilst on job to give him the opportunity to learn will increase the performance and regain from failure.
- possibly revise team responsibilities- sometimes team members might have switched their places and start to do someone’s job instead of theirs this could be resolved by revising with them to what each and every person is supposed to do, for example the receptionist can’t be found carrying bags to people’s room that’s not her job/task so every individual has to focus on the task given to him/her.
- Understand the dynamics within the team. Getting to know each person as a unique individual can open a lot of doors for understanding the team as a whole. Understanding strengths and opportunities for each person can tell a lot about how and why a team is functioning the way it is, and help develop your strategy going forward.
- Be prepared to make some tough decisions. At the end of the day, you may do all of these things and some folks still won’t deliver. In these situations, you have to be prepared to make some termination decisions for the good of the team, you just let some of the team members go.
Ways in which measurement of the effectiveness of customer service can be used to improve future performances.
- Setting individual and team goals that are aligned with those of the organization;
- Establishing a measurement system accepted by all users
- Providing accurate and timely feedback
- Rewarding and recognizing the desired performance.
- First and foremost, you have to determine who your customers are. Next, customer service goals and standards must not be set arbitrarily, but rather based on customer research data, at organizational, departmental and individual level.Asking customers what they want is the best way future performances . Various methods are used, among which we mention:
- one-on-one interviews of key customers
- polling front-line service employees
- focus groups
- questionnaires allowing for customer comments
- key decision maker mini-groups pulling together the major stakeholders of the organization
Determine metrics to measure the company’s performance:
- Marketing– sales growth, market share, distribution methods, effectiveness and training, advertising budget and effectiveness, delivery time, product quality, customer retention rates.
- Production– location and age, age of equipment, ability to expand capacity, skill turnover of labor force
- Management– experience, depth and turnover of top, middle and supervisory managers, effectiveness of communication systems.
- Research and development– age of research and development, age of production technology, product patterns, basic innovation
How effective teams can be developed to deliver excellent customer service.
- Effective teamwork is key to the successful operation of an organization and a strong team will make it through the hard times that may lie ahead. In this section will help you understand how teams work and how you can make the most of yours.
- One has to understand teams for example Effective teams- this is by building blocks of high performing teams and how to develop these a certain business or organization. Understanding the team roles in terms of who takes what role in your team and who does this it might be in form of a task, understanding the leadership styles and things to think about when developing the skills of a team leader, stages of team development- an understanding of group dynamics can help lead the team through its stages of development.
- Motivation– For instance, a desire for a diploma is an intrinsic force that makes me stay up all night to work on this research project. It is important to motivate the employees to increase organizational performance. One can use different meaningful factors that to influence staff members in the manner that make them feel motivated to conduct the assigned task at a high level, therefore for manager or leaders in business for them to effectively employees they must help them to identify their interests with the company, since one is more free/hard working in particular job or task they know this will make the employees feel motivated to work hard and carry out the assigned tasks with their best effort. Appreciating the employees, also as a manager once in while he/she should get their hands dirty to show and motivate the employees on how things are done, maintaining a team spirit for example for many their team at work is much like a family, where mutual support and trust are really important.
- Recruitment it finding and hiring the best qualified candidates (from within or outside the company) for a job opening in timely and costly effective manner. When recruiting the best employee to deliver excellent customer service, we first analyze the hob, obtain authorization to recruit, advertising the post in Tvs radio, newspapers and many more, composition of the selection panel, select candidates for interview and identify and tests, the selection interview, appoint the successful candidate. When recruit for customer service a candidate should best suit in having good communication skills, personal skills such as experience, employability skills such as knowledge, ability to work with others as a team
The importance of staff development in ensuring that customer service is delivered.
- Staff development- improvement of the knowledge and skills of employees within an organization by providing them with training for them to be able to provide effective customer service, it will add value to both individuals and the company. Great Customer Service also represents great business as it leads to fewer dissatisfied customers, fewer mistakes and lower operating costs. Additionally staff stay longer and add further value when they are involved with an organization that provides great customer service and value.
- Planning– this is by establishing aims and objectives or goals- what you want to achieve or where you want to go, in short, medium or long term in your career, assessing current realities, identifying needs for skills, knowledge or competence, it is important to select appropriate development activities to meet those perceived needs. It is important to develop employees by identifying their skill gaps by looking at the job description and comparing the skills the position requires with the employee, identifying the gaps will it easier to know what training the employee needs.
- Team knowledge- knowing how your team’s work is a start in every business knowing their strengths , knowing the quality or state of being physically strong of the employees, for example knowing what they are good at doing, what they can achieve after doing it. Knowing who has eulogizes to what, knowing their weaknesses knowing the state or condition of how the employee is weak since some employees have a big problem when it comes to face to face communication so employees like are chosen and put to another service where they don’t have to talk a lot.
- Conducting of appraisal interviews- this is a forma process for you and your staff to discuss to review the person’s past and current contribution to the achievement of the department’s objective and to highlight personal or organizational problems which may be reducing the person’s effectiveness and to establish future performance this is by identifying strengths and determine how best they can be used and to identify weaknesses and discuss how best they can be overcome and to plan personal development this will help the business meet its overall aims and objective therefore customer services will be delivered in good accordance, this also help to assist in succession planning. It helps persons to perform better, enhance knowledge and skills which staff development and identify training and development needs
The role of the supervisor in developing teams.
- Ability to motivate and lead a team- the supervisor can lead the team by not complaining about his work mates because this is surest way to demotivate people is to constantly criticize them or complain about them therefore by praising their decisions and trying out everyone’s opinion since most people want to do the right thing, which means you will find far more success in leading a team in you focus on using positive reinforcement rather than negative actions like threats and fear tactics, offering honest and sincere praise and appreciation to the team whenever possible this will motivate the team. Making the team know you believe in their ability to succeed will motivate them. Being a peacemaker especially when a conflict arises in a work group, it is the supervisor who must first address the situation. The supervisor moves in quickly to assess the situation and help the sides to come to an agreement.
- Ability to take initiative- this is the ability to take action proactively this means Initiative is taking action before the action is required or necessary. It means acting before being given directions and instructions. A supervisor should be able to spot a problem before it even happens for example if one person in the team is about to something wrong which will affect the rest of the team the supervisor should be able to spot before it happens.
- Ability to defuse and resolve conflict- Conflict arises from differences. It occurs whenever people disagree over their values, motivations, perceptions, ideas, or desires. Sometimes these differences look trivial, but when a conflict triggers strong feelings, a deep personal and relational need is at the core of the problem—a need to feel safe and secure, a need to feel respected and valued, or a need for greater closeness and intimacy. For a supervisor to be able to defuse conflict he should first be able to manage stress while remaining alert and calm this will help him/her to read and interpret verbal and nonverbal communication. He should have the ability to analyze expectations, conflicts develop as a result of unmet expectations on one side for example if the other party expected something they didn’t get or something that didn’t happen, the whole conversation can become negative and closed. The ability to:
- Recognize differing perspectives.
- Identify mistakes.
- Watch out for emotional triggers.
- Take action to control the situation.
- Commit to working it out.
- Stay calm
How training and coaching sessions can be implemented to improve the delivery of customer service.
- Group or individual training- this may include on site or off site training . On site is training that takes places on the same premises, or at the same location or job site this is when someone who knows how to do the task shows another how to perform it, it may not be the most effective or most the most efficient method at times, but it is normally the easiest to arrange and manage and help to improve the delivery of customer service. Off site training it offered away from the actual work environment, training can help make employees happier in their role. Investing resources into staff will reinforce that they are truly valued within the team, Employees can be more focused and therefore learn better when they are away from the office. They will not be distracted by ringing phones, or be tempted to check their emails throughout the day, When training is away from the office, a change of scenery can have a positive effect. Employee engagement is likely to be higher too, which will help everyone get the most out of the training sessions, With offsite training there can often be more space to run larger sessions, with people from other businesses, departments or teams. This is good for networking and teamwork, however it can also improve the learning experiences, where people can share advice and ideas on what works best for them, An offsite training session can be flexible to your exact requirements too, whether you want a large or small room, tables in rows or circles, a projector to show a presentation, outside space, or something else completely.
The importance of providing feedback to staff.
- Feedback- occurs when an environment reacts to an action or behavior. For example, ‘customer feedback’ is the buyer’s’ reaction to a company’s products, services, or policies; and ’employee performance feedback’ is the employee’s’ reaction to feedback from their manager – the exchange of information involves both performance expected and performance exhibited.
- To motivate- By asking for feedback, it can actually motivate employees to perform better. Employees like to feel valued and appreciate being asked to provide feedback that can help formulate business decisions. And feedback from client, suppliers, vendors, and stakeholders can be used to motivate to build better working relations.
- Maintain team focus- when teams know that feedback can be surveyed they can focus on job whether the feedback is done verbally or via a feedback survey, the person providing the feedback needs to know they have been understood (or received) and they need to know that their feedback provides some value. When conducting a survey, always explain why respondents’ feedback is important and how their feedback will be used.
Appropriate methods to deliver feedback to staff.
- The purpose of feedback is to reinforce positive behaviors that contribute to performance or eliminate negative behaviors that detract from performance. Giving feedback is one of the most important part of a manager’s job. Good employees need and want to know how they are doing. Giving feedback to employees is not always an easy thing to do. Negative feedback may not always be well received.
- Meeting- creating meeting with the employees and give them feedback on what the supervisors or managers think of them and on how they have performed throughout the year.
- Staff appraisal- Even praise for some people is better delivered in a private meeting, rather than being pointed out in a public arena: some people simply don’t like being the center of attention. And allow the opportunity of feedback without a face-to-face meeting as it can make it easier for a person to say what they really think.
Analysis of staff development training in different hospitality business.
- At KFC QLD, all employees receive extensive training provided through using blended learning techniques (e-learning, on-the-job and formal classroom). The Company employs over 4000 Team Members, 430 Managers and 200 Shift Supervisors, located in 130 restaurants throughout Qld. The Restaurant Teams are supported by 70 Professionals based at the Support Centre in Brisbane.
- All Team Members receive comprehensive training in the following areas:
- All Shift Supervisors/Managers participate in our KFC Global Training curriculum (40 core competencies). The training is designed and facilitated by accredited professionals (internal and external) to ensure all Shift Supervisors/Managers gain the skills, knowledge and experience to operate our successful restaurants. Our KFC training is matched against the Australian Qualifications Framework (AQF) and recognition of prior learning is available.
addition, the company provides comprehensive Training in the following areas:
- Leadership Development
- Coaching Skills
- Interaction Management
- Fire Safety
- First Aid training
- Food Safety
- Human Resources, Workplace Health & Safety
- Information Systems
- Financial & Operations Accounting
- Training continues throughout everyone’s career with the Company. So for a career path that will meet your learning needs at every level, you are more than welcome to apply to join our very successful KFC QLD (& Tweed Heads) Team.
Staff Development Training for Devonshire Hotels & Restaurants
HELPING OUR PEOPLE REACH THEIR POTENTIAL
- Here at Devonshire Hotels & Restaurants we are committed to helping our people become the best that they can be. We strongly believe that with the correct training, coaching and personal belief they can achieve anything.
- That is why we have developed a number of internal training courses such as Customer Engagement, Assertiveness, Complaint Handling and many more to help equip our staff to deal with any eventuality.
- We also encourage staff to undertake NVQ qualifications and are keen champions of Apprenticeships. Many of our staff came to us as apprentices and are still here today, fully fledged members of our team! We also have funding available for anyone who may want to undertake external learning, for example, degree courses.
- As a company Devonshire Hotels & Restaurants also appreciates how daunting starting a new job can be. That is why we have recently started a “Buddy” programme. You will have one person from your very first day who will help you find your way around and make you feel right at home.
This is your very first post. Click the Edit link to modify or delete it, or start a new post. If you like, use this post to tell readers why you started this blog and what you plan to do with it.