Tuesday, November 29, 2016

Kill 'Em With Kindness

I knew once I saw this scene many years ago if I was ever involved in training for customer service I would be using it. It's so important to keep a cool head when you work in the Service Sector.


There are so many times I can look back and wish I could have done something different in a given situation. The key to making those occurrences as intermittent as possible is to know how to act in each situation. I know this seems like you should have some mind reading talent or be a mystical wizard to figure this out. However, the closest thing to this would be a great training program that helps people deal with those disheartening issues. Through strong policy development, reinforcement, and accountability you can assure that you head off the majority of issues you will encounter before they ever happen. All of those worries about bad reviews on social media can be virtually eliminated with good preparation.

Effective Policy Development

I spent several years with McDonald's in Service and Operations Management and I was simply amazed by the Standard Operating Procedures manual. They have spent countless hours preparing for what could happen. I had a variable clearinghouse of answers to most any question I would have while working for their company. Incorporated with their effective hands-on training and E-Learning modules I was able to tackle basically any operational issue.

Being with many organizations in most forms of the Service Industry, I have been through very strong orientations and some that weren't so effective. Many of the issues in dealing with potential opportunities can be knocked off in a thorough  and effective orientation. That first impression for an employee can also plant key tidbits into their mind that will give them tools to deal with important issues. I will talk about essential tools that go into the employee's mental toolbox often. It's a concept that is critical to affect great experiences.

Reinforcement 

Planning effectively to reinforce strong policy is a very practical way to help build up the framework for good customer service. Many great tools could include shift meetings, continued training, and periodic testing. Using these training vehicles can power your team in the area of training. Using different methods to accomplish these will mix up the training process and keep things fresh and current. Role-play can be very effective in giving real time knowledge in the face of a potential client or customer. Looking over a previous review from the Internet together, or Mystery Shop scorecard can give you a great training tool during meetings. There is no substitute for effective testing to analyze what training may need to occur in many issues. The key is to keep up with all of this so you know what you have been doing and what topics you might need to refresh. Keeping it fresh and informative, they will thank you in the long run.

Hold Them Accountable

 All of the best training can go by the wayside if you aren't willing to hold your staff accountable. I have worked with companies and institutions that have some of the best training offered, but because they are afraid to hold someone's feet to the fire, it is rendered pointless. In some cases, lack of accountability could be a matter of life or death. Administering the wrong medication or mixing the wrong chemicals can kill someone. If techniques aren't performed adequately it can cost a company production time. Not adhering to a diet request could put someone in the hospital. If people don't know consequences could hang in the balance, people could become complacent and it could be potentially harmful to a staff member or a customer.

If you remember to keep these counseling sessions professional and concise you will also avoid backlash from the employee receiving feedback. Have another manager handy to assist by just being there to reinforce your position. Plus, there is accountability there to support you. Handle discipline privately; calling out an employee in public is a slippery slope that rarely goes the way it should. Keep it short and answer any questions. Make sure to document each issue. It's important when going back to handle further discipline. Most companies require this to dismiss an employee.

You don't have to be a jerk; it's always better if you are being nice in these situations you are being nice. You can't fault professionalism. Sometimes letting someone go puts them in a better mind frame and is a doorway to a better opportunity for them.

Train for Success

The best way to deal with issues that could adversely effect the bottom line of your company is to train your staff effectively. Make sure they know what they need to succeed right off the bat and continue to show this regularly. The more you work with your team and show them what they need to know, the easier it is to diagnose trouble issues early.

I am interested in your feedback. I don't have all the answers, and I rely on the minds of great people to feed me morsels that will help me to be a better trainer. Feel free to drop a comment below, or an email if you'd like to discuss consulting or a more personal question that you don't want to place out in the public eye.

Thanks for taking the time to check this out. I will try to write weekly and keep current information up for you to utilize.

- Cheers

Wednesday, November 23, 2016

Service With A Style - The Regenesis

Service With a Style has been created as a resource for those that work within the Service Sector in one capacity or another. If you own the operation, or manage the facility, or even work within the company, this site is designed for you.

We exist to provide essential keys as well as practical knowledge that will help your niche within the Service Industry succeed.

The professionals I will most often be referring to are those within Hospitality, Restaurant, and Retail entities, but most of these ideas can also apply to Public Service and even Ministry organizations.

I have been involved in all of these conceptual types in one form or fashion throughout the years and I have found that there are many things that are common sense but don't always become common knowledge within an organizational process. This site is designed to bring those ideas to the forefront for you to consider in your practical day to day systems.

You are going to find that often these ideas are not new, but I also believe that the basics done correctly will make training and process go more smoothly. I have no intention of reinventing the wheel, but I also believe that the right solution is often missed because it can be overlooked or considered too difficult at that given time.

This is a work of knowledge that exists because a lot of great minds invested their time in me. It will also continue to build as I receive additional input from you. Feel free to share your ideas and opinions because I want to learn through this process as well. I do consulting, but it doesn't mean I always have all the best answers. Please feel free to present your thoughts so we can talk about them. This work gets better with your input.

I am reworking this Website and Blog, and I hope to soon give you a large variety of resources from which you can work with. I hope to write at least one post a week if not more. Please stay tuned. If you want a post on a specific topic please feel free to pass those my way.


If you have any questions or you are looking for consulting information please feel free to contact me. I truly look forward to talking to you.