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Create an Employee Feedback System
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An employee feedback system is an organised way of noting employee job performance behaviour and sharing that information with the employee. It is a system whereby you and your employees can mutually check on the quality level of customer service as performed by the employee.
An employee feedback system that supports quality customer service focuses on:
Customer Service Behaviour: An employee service feedback system must focus on what the employees do, how they act, and what they say to produce defined, observable, and measurable results. It is not a time to dwell on intangible personality characteristics. The behaviours that you are after must be job related and reflect your quality customer service standards.
Sharing Information: Make sure that all information regarding employee customer performance is positively, readily, and openly shared with employees to reinforce positive customer service behaviour.
Mutual Give and Take of Ideas: An employee feedback system that supports quality customer service must allow and nurture a two-way exchange of ideas and perceptions between the manager and customer-service employees.
To set up a Performance Management System for frontline staff, we first have to recap what we have learnt: Mobilise and Manage Performance.
Lecturer Broadcast
Click here to view an explanation about effective employee feedback.
Klik hier om na ‘n verduideliking van die effektiewe terugvoer van werknemers te luister.
Explanation by Lecturer Johan Kleingeld from Edge Consulting, expert on customer services.