Customer service based training is one of the first training programs I would institute. In my experience, customer service training changes the culture of the work environment and changes the employee’s perception of the company they work for. Getting everyone to buy in this change is key. Focus on a positive environment, the “internal environments are important because they affect what people think, feel, and do at work” (Williams, 2017, p. 61). Boosting the morale of the employees is another key to improving customer service and culture. Having award incentives for employees that receive good customer service reviews. This not only shows their fellow peers the appreciation of hard, but it also shows appreciation from the company they …show more content…
Another evaluation program I institute is an internal evaluation system called secret shopper. This would involve management level employees (most cases from another location). After the customer interaction with the employee the secret shopper would fill out and rate the customer service received. This would then go through a management review for rating. The management then has a sit-down session with the employee and completes a one-one review pointing out the strengths and improvement areas (if needed). Management could as a whole gather the information from several reviews, document trends in areas where employees are successful and areas where improvement needs focusing. Start developmental training based from the information gathered. Recalling the three type levels of organizational culture consist of the following seen, heard, and believed. According to the text book, seen are the “symbolic artifacts” (Williams, 2017, p. 64). These include areas that regulate clothing requirements, employee’s actions and dialogs. How I would address this area first, how does the clothing requirement resonate among the employees? Do we keep current policies or make changes? Lastly, I would foster an environment of mutual respect among managers and