From the course: Leading a Customer Service Team
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Continuous improvement programs
From the course: Leading a Customer Service Team
Continuous improvement programs
- [Instructor] When I became a leader of a 250-person sales and service center for a retail organization, I noticed an employee suggestion box mounted right outside of my office. As I attempted to retrieve the slips of paper, I noticed a thick layer of dust covering the box. The suggestions were also secured by padlock, and no one could find the key. Asking for feedback from your employees is a good first step, but it's just the beginning. In this module, you will learn the keys to building a strong employee feedback culture and how it impacts a customer service team. Let's start with the reasons why we collect feedback. There are two primary reasons to collect feedback from your frontline employees. The first reason is to improve culture. And the second reason is for process improvement or innovation. Instead of keeping a dusty employee suggestion box, the best organizations collect feedback through an employee…
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