Description
Learn how best to keep your customer service team staff for the long term and motivate them to perform well.Most organizations disincentivize their employees who are responsible for delivering customer care. The management team creates toxic workplace environments they don’t hirerecruit the right individuals who are driven to excel at delivering customer care and fail to empowermotivate their customer service professionals to actually deliver exceptional service. This topic will help the persons responsible for delivering care to your customers to be able to treat your clients like the second most invaluable asset they truly are, behind ONLY your employees.
Date: 2021-03-04 Start Time: End Time:
Learning Objectives
Let Your People Control Their Own Work
• Best Practices
• Eight Questions for Your Leadership Team.
• Self-Concordance
Douglas Macgregor Theory X and Y
• Carrot or the Stick
• Worker Autonomy
Self-Directed Teams
• Best Practices
• Eight Step Process to Implement
Employee Idea Generation Program
• Key Considerations
• How to Implement
Getting Rid of Employee Performance Reviews
• Once a Year Reviews Are Meaningless
• From Manager to Direct Report Is Meaningless
• Informal, Constant Feedback via Positive Reinforcement Is the Ideal
Fire Managers; Hire Transformational Leaders
• Management Is Detrimental to Your People’s Motivation
• Leadership Is Required to Fully Engage Your Employees
Conduct a Human Capital Audit
• How to Recognize, Action Plan and Implement Your People’s Unused Skills, Education, Training, Certifications, Experience
Intrinsic Motivation
• Employee “Flow”
Hire Super Star Employee Characteristics
• Never Hire Purely From Job Descriptions
• The Power of Behavioral Interviewing to Find Super Stars
Ethan L. Chazin, M.B.A.-The Chazin Group LLC
