Name of Employee: Date Discussed with Employee: 15 Nov 2012 Initials: Cheerful Greetings Not every customer gets a cheerful welcome from you even though you have for every customer completed Customer Service Training. Would refresher training be helpful? Use Positive Communication in person, on the phone, and in email Show a positive I observed a slow response to customers walking in. You appear to be engaged image and attitude in a private phone call while customers are waiting for service. Teamwork—support the FMWR team Own your job—take When customer returned with equipment that he said was not working responsibility for the properly, you suggested that the customer must have broken it. role you play in service delivery Make it up to the I didn’t hear you make any attempt to make it up to the customer who returned customer—when the broken equipment. What options do you have? things go wrong, know your range of authority and offer service Extra mile—go the I noticed that you had the opportunity to help the customer load equipment into extra mile to exceed his truck but you didn’t do it—even though there were no other customers customer waiting for service. Do you think this is a way to go the extra mile? expectations Remember to thank You thanked everyone but sometimes the volume of your voice was very low. every guest Please be sure that customers hear your “thank you”. Operation Excellence C.U.S.T.O.M.E.R. Service Standards Quarterly Date of Observation: 25 Feb 2013 Observation Form Name Of Observer: Supervisor McGee Name of Employee: Date Discussed with Employee: 27 Feb 2013 Initials: Cheerful Greetings Observed you taking a personal phone call while keeping a customer waiting at
Name of Employee: Date Discussed with Employee: 15 Nov 2012 Initials: Cheerful Greetings for every customer Not every customer gets a cheerful welcome from you even though you have completed Customer Service Training. Would refresher training be helpful? Use Positive Communication in person, on the phone, and in email Show a positive image and attitude I observed a slow response to customers walking in. You appear to be engaged in a private phone call while customers are waiting for service. Teamwork—support the FMWR team Own your job—take responsibility for the role you play in service delivery When customer returned with equipment that he said was not working properly, you suggested that the customer must have broken it. Make it up to the customer—when things go wrong, know your range of authority and offer service I didn’t hear you make any attempt to make it up to the customer who returned the broken equipment. What options do you have? Extra mile—go the extra mile to exceed customer expectations I noticed that you had the opportunity to help the customer load equipment into his truck but you didn’t do it—even though there were no other customers waiting for service. Do you think this is a way to go the extra mile? Remember to thank every guest You thanked everyone but sometimes the volume of your voice was very low. Please be sure that customers hear your “thank you”. Operation Excellence C.U.S.T.O.M.E.R. Service Standards Quarterly Observation Form Date of Observation: 25 Feb 2013 Name Of Observer: Supervisor McGee Name of Employee: Date Discussed with Employee: 27 Feb 2013 Initials: Cheerful Greetings Observed you taking a personal phone call while keeping a customer waiting at
HO-006.3-PMCaseStudy.docx