In a strong service culture, "recognition and reward" must come frequently from the company. Why? Because it doesn't come very often from the customer.
A service provider who calms an angry customer, listens patiently to his complaint and acts quickly to resolve the issue surely deserves appreciation. But how often does an angry customer say, "You did a great job of calming me down and taking care of my needs. Thanks for such great service!" (Answer: Not very often.)
Recognition is a powerful form of reward. Salespeople respond to financial incentives. Product engineers work hard to prove a new technology. But most service people are "people people". Personal recognition from their managers and peers means a lot.
Recognition can be given many ways: in private or in public, in person or in writing, with or without a physical or financial component.
Recognition can be given to external service providers, for most customer compliments, extra-mile efforts, best service recovery.
Recognition can also be given to internal service providers, for most improved department, most helpful colleagues, best effort to upgrade service, systems or standards.
Recognition can be given to others, too; best service from a supplier, most appreciative customer, most helpful and responsive government agency, most supportive family members at home.
Want your team to give better and more creative customer service?
Then get better and more creative with your service recognition and rewards!
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