How to effectively monitor and communicate levels of customer service performance.

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.
  • Standards:
  1. Establish a goal to direct your efforts
  2. Give a clear sense direction
  3. Tell what level must be reached
  4. Give something to measure success against
  • Develop customer service standards- Service standards are usually defined in terms of:
  1. Timeliness
  2. Accuracy
  • 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’.

Appropriateness

  • 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.

Accessible

  • 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.
  • PunctualityEmployees 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;
  1. Establishing a measurement system accepted by all users
  2. Providing accurate and timely feedback
  3. 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:
  1. one-on-one interviews of key customers
  2. polling front-line service employees
  3. focus groups
  4. questionnaires allowing for customer comments
  5. key decision maker mini-groups pulling together the major stakeholders of the organization

Determine metrics to measure the company’s performance: 

  1. Marketing– sales growth, market share, distribution methods, effectiveness and training, advertising budget and effectiveness, delivery time, product quality, customer retention rates.
  2. Production– location and age, age of equipment, ability to expand capacity, skill turnover of labor force
  3. Management– experience, depth and turnover of top, middle and supervisory managers, effectiveness of communication systems.
  4. Research and development– age of research and development, age of production technology, product patterns, basic innovation

How to build teams and motivate colleagues through techniques such as on-site.

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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:
  1. Recognize differing perspectives.
  2. Identify mistakes.
  3. Watch out for emotional triggers.
  4. Take action to control the situation.
  5. Commit to working it out.
  6. 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:

  1. Leadership Development
  2. Coaching Skills
  3. Culture
  4. Interaction Management
  5. Fire Safety
  6. First Aid training
  7. Food Safety
  8. Human Resources, Workplace Health & Safety
  9. Information Systems
  10. 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.

BUDDY PROGRAMME

  • 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.

 

How to Develop a Customer service Culture within a Business.

The role of a supervisor in leading by example when delivering excellent customer service.

  • Leading  a team – Knowing good communication skills e.g. high level- face to face, mid level- telephone, low level – other methods. The supervisor should know how and verbal communications works this may include face to face, telephone, via team briefings/meetings, one to one appraisals, web communication. Also knowing nonverbal communication is crucial for a supervisor to know for example body language, eye contact, attentive listening, pagers, in writing- (letters, emails. Text, fax, memos) minutes of minutes, staff rotas, staff notice merchandising messages. This in the end will bring out a good outcome or benefit this may be achieving targets e.g. financial and customer service targets, staff related benefits such as staff motivation, to reduce staff turnover, to attract new staff, to attract new customers, to maintain the standard of service, to maintain positive business reputation through good customer service and marketing.
  • The supervisor has to demonstrate good customer service skills like personality characteristics such as patience, poise, tact. Self presentation and communication skills as l mentioned above, negotiation- because to be able to negotiate well, you need patience and tact , assessment and empathy. The supervisor has to make quick and shrewd decisions regarding customer needs and company policy to satisfy both ends, sales skills, positive attitude towards work, attention to detail, problem analysis and problem solving and lastly analytical thinking.
  • Demonstrating Good customer service- the supervisor has a role to play in demonstrating good customer service skills, for example personal presentation, knowledge of products and services, communication and listening skills, this would mean that the supervisor him/herself has to show a physical act in order to deal with customer as well as for the staff to see how the supervisor deals with complaints, and mean that they can learn from his/her example.
  • Setting team goals- In every business they all have and goals and aims that need to be fulfilled to make the company run well, the supervisor has to sit down with his staff to tell them either they have a certain goal or target to achieve that month/year and he himself has to make sure that the target or goals are achieved as planned and help those employees who are having trouble to meet these targets.
  • Maintaining a positive attitude- the supervisor has to meet up and greet customers as as acknowledge staff saying good morning, because him/herself is being friendly and approachable with anyone the supervisor will ensure that both customers and employees feel welcome and comfortable.

The Impact of customer service on the performance of a business.

  • Customer service is key to business performance. It helps a business retain or grow existing customers and win new customers. It builds a business’s reputation and trustworthiness. It also enables a business to be more efficient by improving processes and reducing the number of problems created for customers.
  • Customer loyalty- Treating customers with respect, greeting them with enthusiasm and going above and beyond to resolve any problems and issues can keep customers coming back, if a business seek to resolve problems and issues in a quick, pleasant and efficient manner, customers remain confident in the company and continue the business relationship. Happy customers help spread positive word of mouth resulting in an additional avenue for marketing and advertising for your business.
  • Increased sales- Good customer service departments understand the relationship between the way they greet, treat and handle customers and the bottom line. Efficient customer service departments seek to solve problems as they occur, and, if possible, prevent them in the first place. For instance, when processing an order for products or services, good customer service departments will ask necessary questions to ensure the customer is ordering the correct item or service, and will verify the data before ending the call or contact to verify accuracy. This can reduce the drain on company resources and increase customer satisfaction by reducing the number of returns, complaints and problems that crop up because of poor handling. In addition, properly trained representatives can effectively cross-sell additional products or services while processing customer orders, thereby increasing sales.

Relationship between delivering customer service and selling services.

  • Customer service Product knowledge- You have to develop confidence in selling the product so that one can answer any questions related to it confidently, with confidence and enthusiasm, we are better at persuading customers to buy our product.
  • Meeting and exceeding customer needs- when we know the product well, we are able to recommend a suitable product to our customers. this will save them time in finding the right product for themselves. This will also reduce the chances of the customers being unhappy with the product and wanting to return it.
  • Providing information- when it comes to selling a product one has to be able to provide like proper and legit information about a certain product or food for example When customers enter your restaurant they need to be able to ask questions of your servers and get accurate, detailed responses in return. More importantly from a restaurant manager’s point of view, a server who understands the menu is prepared to upsell customers in an appropriate way by suggesting side dishes, drinks, and desserts that complement the customer’s order.

Good practice techniques to monitor and delivery of customer service.

  • Organisational standards- these are benchmarks with which an organisation can reflect on customer engagement with your product or service. It helps companies to manage customer interactions to increase customer satisfaction . This in turn leads to higher satisfaction ratings and ultimately higher profits for your organization this includes Customer insight- that knowing your customers needs and preferences, Culture- the organisation has to place customer service at the core of their mission statement.
  • Monitor customer loyalty- the quality of your customer service is an increasingly important factor in developing positive customer loyalty. While the customer’s personal experience cannot always be completely captured and analyzed, this information can be gathered through call recordings in contact centers, customer emails and social media interactions – combined with customer satisfaction surveys, can give an organisation a better idea of the customer experience. This things will help a certain company or organisation to manage and improve it’s services to improving satisfaction and increasing loyalty.
  • Mystery shoppers- this is one of the best and most accurate technique a company can use since it is becoming the most popular way to those who are looking for part-time work and It pays well this means that companies will be able to get instant results on customer service, explore the data for any leakage in security or if there are unexplained costs, and to get a good feel of what the company as a whole. For the mystery shopper themselves, it means that they are paid to move or go to hotels around Uganda and stay for one or two nights. Everyone loves to stay in hotels as everything is right there to hand, and the most exciting part is that they need to stay observant the whole time watching how the staff deal with things, taking mental notes and jotting down their experiences without anyone knowing. The owners of the hotel will be able to see where exactly needs to be improved to enhance customer service or which staff need rewarded for working within the industry guidelines.
  • Comment cards-  they provide useful tools to gauge the mood of the customers and the quality of the services provided, for example when one of your customers has just had a bad experience, his eye catches the neat pile of comment cards and within moments he is enthusiastically providing you with a analysis of your performance. Or, even better, your customer has just had a great experience. She reaches toward the comment card and you prepare yourself for a nice little pat on the back. This will also help boost up the business’s profits .