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Internal customer service training and motivation report

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Firstly - I've been tasked with putting an internal customer service programme together for a Head Office location - looking at how Head Office departments service each other and also our field operations (we are a retail organisation). Research has highlighted some of the issues which gives me a starting point, but I'd love some input as to the kind of areas other people have covered.

Secondly, I'm involved with putting together a supervisory development programme for retail supervisors, and one of the modules is motivation. At a seminar a few months ago someone produced a report that had compared what managers thought motivated their staff and what staff themselves actually thought - does anyone have a copy or can point me in the right direction?

Many thanks

Debbie Badger

dbadger@thenuancegroup.com
Debbie Badger

3 Responses

  1. Motivation list
    I can help with point 2. I found this a long while ago but unfortunately it was unattributed.

    When managers are asked to list the Top Ten Motivators for their
    employees the list looks like:

    1 – Salary
    2 – Bonuses
    3 – Vacation
    4 – Retirement
    5 – Other Benefits & Perks
    ——— the money line ———-
    6 – Interesting work
    7 – Involved in decisions
    8 – Feedback
    9 – Training
    10 – Respect

    Note:

    Managers rank money items as their employees’ Top Five Motivators.
    When employees are asked to rank their Top Ten Motivators the list
    looks like:

    1 – Interesting work
    2 – Involved in decisions
    3 – Feedback
    4 – Training
    5 – Respect
    ——— the money line ———-
    6 – Salary
    7 – Bonuses
    8 – Vacation
    9 – Retirement
    10 – Other Benefits & Perks

  2. Fish?
    Hi Debbie,

    Have you come across the story of the Seattle’s Pike Place Fish Market? I recommend it to anyone looking at improving customer service!

    In this parable, a fictional manager has the responsibility of turning a chronically unenthusiastic and unhelpful department into an effective team.

    Seattle’s Pike Place Fish is a world famous market that is wildly successful thanks to its fun, bustling, joyful atmosphere and great customer service.

    You can get this great (little) book from Amazon:
    http://www.amazon.co.uk/exec/obidos/ASIN/0340819804/businessimpro-21

    Kind regards,

    Colin Hamilton
    email: colin@bis-improve.co.uk
    web: http://www.bis-improve.co.uk

  3. Colleagues as customers and ideas for motivation.
    With regards to your first question, we run a course called Colleagues as Customers, which covers Internal customer care and the internal service chain. If you’d like some ideas of what to include in your programme, feel free to contact me offline.

    Turning to your second point, have you considered getting participants to identify what really motivates them, compared to what they think motivates them. Many assume that money is a key motivator – and often we tend to be as guilty of this ourselves as our managers are :-). If you drop me an email at rod.webb@glasstap.com, I can point you in the direction of a couple of uesful exercises on this subject.

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