Sustaining Service Quality Performance

An essential element in sustaining a vibrant service quality culture is for staff to repeat successful service performance consistently into the future. The top service quality leaders use the invaluable and often underutilized skill of effective reinforcement. The purpose of reinforcement is to maintain successful performance of individuals and to facilitate the consistent performance of the entire team. If employees are effectively reinforced by their leaders, they are far more likely to repeat the same service quality behaviors the next day and the next month. They are positive role models for their colleagues. This establishes an environment for colleagues to emulate their successful customer service techniques and accomplishments!

Here are some helpful tips to guide leaders regarding when to use the powerful skill of reinforcement:

• Reinforcement should occur only as a result of an employee performing successfully what was is expected, based on performance goals established with the employee.
• Reinforcement should be specific and job related.
• Reinforcement should occur soon after the achievement occurs. If the reinforcement occurs a week or two after the success was achieved, the positive impact is lost.
• Reinforcement has the greatest impact on employees when they actively participate in the reinforcement discussion. This achieves future buy in by employees to repeat their successes!

The communication steps to reinforce high-quality performance are:

1. Greet Employee and Define the Purpose of the Conversation

2. Identify the Accomplishments

3. Ask for Specific Results

4. Ask for Comparison of Results to Expected Performance

5. Express Thanks and Encourage Continuation

Bob Brown is the President of RMG Training Company. RMG Training Company has helped organizations successfully achieve lasting service quality success for more than 30 years with their SERVICE PLUSg3 blended-learning system. RMG's proven expertise and incomparable training resources can help your organization build a vibrant service quality culture. Demo segments of the SERVICE PLUSg3 training online for free at www.ServicePlusTraining.com.