Checking awareness

- A lack of awareness…is a major cause of customer service problems.…There are many reasons why an employee…might not be aware of a problem:…The problem might not be clearly defined.…Their supervisor might be reluctant…to give feedback, or might not have enough time.…Or, expectations might not have been clearly communicated.…In one case, a Credit Union had created…a set of service standards.…Things looked pretty good…when 95% of employees could accurately name…all five service standards.…But the Credit Union's executives were surprised…to learn that employees didn't actually know…what the service standards meant,…or how they applied to their jobs.…

It was a classic example of unclear expectations.…Let's go back to the Quick-Fix Checklist…that we referenced in the last video.…If you haven't done so already,…you may want to download it,…so you can follow along as we review it.…The question we need to answer is,…whether employees are aware of their performance,…and how it compares to our goal.…We've used a contact center example…