How would you handle a team member who consistently falls short in providing exceptional customer service?

In this situation, I will conduct one-on-one sessions with the individuals to identify any issues and knowledge gaps. Based on the findings, I will provide targeted training—both on and off the job—to address the identified gaps. Additionally, a timeline will be established to monitor and evaluate their progress.

I highly recommend speaking with the team member in a private setting, and ask them how things are going. Not with work, but with their life outside. There are so many unknown factors that go into poor performance, and I firmly believe you should see if there are things going on in their personal life that may be affecting their work. Show them you support them. Then, discuss specific situations where the service was lacking, and come up with a solid plan together with expectations to help the team member improve and move forward. As much as we tell people to keep your personal stuff at home, this is the case of it being way, way easier said than done.

It is very important to understand what is causing poor performance. There are numerous things that cause performance other than the employee. There are instances where the challenges preventing an employee from performing are systemic, old procedures, unclear information, physical environment is inconsistent with required work. It is critically important to do a private meeting with an employee to discuss what the obstacles could be and more important to not begin with making them feel as though they are automatically in the wrong. If you present with an attitude of listening and learning, the employer and the employee may get better results.

Já vivi situa??es assim. E ao observar alguns atendimentos fora do nosso padr?o de ate. Chamei a pessoa para entender quais eram suas dificuldades, se havia algum problema pessoal, e para minha surpresa a mesma disse que n?o se sentia feliz trabalhando naquela área, mas que precisava do salário.

Giving very clear expectations from the beginning is crucial. You can do this by going over the job description, to ensure that the employee understands what is required. Provide specific goals and give quantitative or qualitative results you expect to see. When working with a new employee, check in to see if they are meeting the metrics and if not, what changes or enhancements may be needed in order for the employee to be successful. Employees need to know from the beginning that as a leader, your own measure of success is ensuring that they are set up to do the best job possible without obstacles.

Giving training is critical and for the most part organizations have some training for employees when hired. A common mistake that employers make is that employees are getting the appropriate training. Unless you have written training materials and dedicated trainers, your employee may not be getting the expected training. In some organizations, training is provided by someone who is doing the job/or previous to it. While this can be good it can also not be ideal for a new employee. With experience, employees often drift to a different or easier way and this may be inconsistent with the actual training on how to do the job. Training such be continuous. and on-going, especially when dealing with customers and there has to be follow-up.

Treinar a equipe com foco na centralidade do cliente é fundamental. Eles precisam estar cientes de forma clara e objetiva do que a Empresa espera do seu atendimento. Ent?o n?o basta só treinar, é de suma importancia o acompanhamento para garantir que est?o colocando em prática o que lhes foi ensinado.

N?o é fácil para nenhum líder chegar ao ponto de decidir por dispensar um colaborador. Mas se após vários feedbacks, treinamentos ,orienta??es ainda assim n?o houver eficiência por parte do colaborador precisamos tomar a decis?o certa para a saúde da nossa empresa.