From the course: Customer Service: Motivating Your Team
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Rewards and incentives
From the course: Customer Service: Motivating Your Team
Rewards and incentives
- Successful leaders put their efforts into creating an environment in which their team members' intrinsic motivators can flourish. However, rewards and incentives, which are extrinsic motivators, can be effective, and a fun supplement to your efforts to create and support an intrinsically motivated culture. If you're considering a team-based reward incentive initiative, here are some important recommendations. First, what do you want the program to accomplish? For example, do you want to build team spirit, or drive improvements in a specific aspect of your team's work? The answer will help shape your approach. Zappos CEO Tony Hsieh wanted to train his employees on the importance of building relationships, so he's held contests to see who can stay on the phone with a customer the longest. A recent winner talked with a customer for over 10 hours. That contest accomplishes Hsieh's goal and reinforces a customer-first mindset. Second, is your focus going to be on individual performance…
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