Improve Morale, Improve Service
In customer service the saying is...
"Employees treat customers exactly the way they perceive they are being treated by their management."
In other words...
Improve morale and you improve customer service.
Employee satisfaction surveys do little to help. Companies pay a lot of money, tally the data, and then do nothing with it.
Research by the Gallup Organization shows that the key to a successful organization is a successful one-to-one relationship between supervisors and their employees.
Research by the Gallup Organization also states that employees who have clear, well-defined expectations about their roles are more successful. (See the book First Break All the Rules.)
In a typical employment situation, certain expectations, such as salary, hours, and job duties, are clearly understood by both employer and employee.
Other expectations, however, are so intimately linked to an individual’s concept of work that they often go unspoken or unacknowledged.
The Work Expectations Assessment helps employees explore 10 work expectations that impact today’s employment relationships and morale:
Click to see a sample assessment employee satisfaction survey
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Structure
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Diversity
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Recognition
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Autonomy
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Environment
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Expression
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Teamwork
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Stability
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Balance
- Career Growth
Improve Attitude and Morale
Work Expectations Assessment helps employees
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Discover which work expectations are most important to them
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Reflect on whether their high work expectations are met or unmet and whether they are spoken or unspoken to their supervisor or management
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Learn how to communicate their expectations (Be proactive)
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Learn how to adjust their expectations (Do they have unrealistic expectations?)
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Act on what they've discovered by adjusting their expectations if necessary
- Act on what they've discovered by speaking to their supervisors about unmet expectations
Use in Variety of Situations
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Working individually
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Working on a team
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Transitioning to a new position or experiencing organizational restructuring
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Creating meaningful performance reviews
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Replacing ineffective employee satisfaction surveys
- Making the most of daily routines
Facilitator's Guide and Training Available
The Work Expectations Assessment can be used on it's own. It can also be introduced as part of a Work Expectations Training Program.
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ProEdge Skills instructors can come and deliver the training for you
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Learn and deliver the training yourself
The Work Expectations Assessment Sourcebook offers everything you need to administer the Work Expectations Assessment.
The sourcebook includes
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Background information
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Administration details
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Application options
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Activities
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Case studies
- Presentation materials
Click here for more information and pricing.
Would increased efficiency or timeliness improve your customer service?
Would you like to reduce frustration and errors for customers with better listening skills?
Do you need more sensitivity working with a culturally diverse customer population?
If you could work with even the most difficult personalities would you be more successful?