Ever wondered how Costco consistently delivers exceptional customer service? It's not just about their low prices. A big part of it is their thriving service desk culture.
But building a positive culture isn't always easy, especially when the focus is on metrics and negative feedback.
Calen Sifferman, a supervisor at Costco's service desk, is going to share his secrets for building a positive and thriving culture at HDI’s Service Management World, this November 17-21 in Orlando. You don’t want to miss his session! Get ready for practical tips and real-world examples.
The Downside of Metric-Driven Feedback
Imagine your service desk team constantly feeling like they're walking on eggshells, always afraid of making a mistake. This fear can stifle innovation and creativity. It can even lead to burnout. While metrics are crucial for measuring performance and finding areas for improvement, relying solely on numbers can have detrimental effects, including:
How to Embrace the Power of Positive Feedback
Think about a time when you received a genuine compliment. How did it make you feel? Positive feedback can be a powerful motivator. It can boost morale, improve teamwork and even lead to better problem-solving.
Moving toward a feedback culture that focuses on positive reinforcement offers many benefits, including:
Join Calen Sifferman at HDI’s Service Management World
Calen's session will provide valuable insights and practical strategies for building a service desk culture that emphasizes positive reinforcement.
Register HERE and use the code ERICASOCIAL to save $400.
Make Positive Feedback a Habit
Attending Calen's Service Management World session is a great start but building a positive feedback culture takes consistent effort. Here's how you can keep the momentum going.
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Focus on the good stuff: Celebrate wins, big and small. Let your team know when they've done a great job.
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Be specific: When giving feedback, be clear and direct. Instead of just saying, "You need to improve," try something like, "Your patience with that difficult customer was impressive."
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Acknowledge the effort: Sometimes, the outcome isn't what we hoped for, but that doesn't mean the effort wasn't valuable. Let your team know you appreciate their hard work.
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Make recognition a routine: Set up a system to reward outstanding performance. This could be anything from public praise to small tokens of appreciation.
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Empower your team: Give them the tools and support they need to succeed.
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Keep the lines of communication open: Encourage open and honest feedback. Let your team know that their input is valued.
Remember, a positive service desk culture is more than just a nice idea. It's a strategic advantage. Are you ready to make a difference? Join Calen's session at HDI’s Service Management World and start building a more positive, productive and inspiring service desk culture today.
About Calen Sifferman
Calen Sifferman manages the day-to-day Service Desk operations and its Quality Monitoring; oversees teams of Technical Service Representatives and Quality Control Specialists; and coordinates resolution for major incidents. As a steward of the company, he regularly participates in the development and execution of the Service Desk’s strategic vision, and ensures tasks are aligned with the larger goals of the business. This includes facilitating bridge calls, which may involve executive leadership, to get high-impacting incidents resolved as quickly as possible, as well as written correspondence with company-wide visibility.