Customer Experience, Employee Experience, Business Results.
100
What is a mechanism needed to go beyond individual initiative?
Management meetings.
100
What is coaching?
Real-time training.
100
What does effective leadership require?
a unique set of skills and talents.
100
What is MBO?
Management By Objective.
200
What is included in the Business Results section?
Sales goals and cost management.
200
What is needed to ensure focus and attention?
To go beyond individual initiative and implement accountability structures.
200
When does intolerable service exist?
When intolerable service is tolerated.
200
when determining individuals for promotion what should there overall performance be in relation to?
The 3-legged stool.
200
Who are performance appraisals important to?
To employees.
300
What is included in the customer experience section?
Satisfaction results, retention results and/or new products.
300
What is a leader?
Individual with the ability to pay attention and focus on any circumstance while being pulled in different directions.
300
What is the key to coaching?
Immediacy.
300
what is promotion?
the action of raising someone to a higher position or rank or the fact of being so raised
300
What approach to management performance appraisals is effective?
the three-legged stool approach.
400
What is included in the employee experience section?
Turnover Rate, Training Expectations and Employee Satisfaction scores.
400
What is a frontline employee?
Told specifics of what to do and when to do it.
400
Why are leaders hesitant in giving feedback?
Because they are concern about offending the employee or the leader is simply uncomfortable with confrontation.
400
who can get promoted?
those who score highly in all three categories
400
What is performance appraisal?
a review and discussion of an employee's performance of assigned duties and responsibilities
500
What is an ideal approach for developing job descriptions?
the three legged stool
500
Who has more control over how they spend their time in the frontline?
Leaders.
500
What is the 5-step coaching process for customer service issues?
1.Position the discussion. 2.Discuss the performance issues. 3.Set a plan of action. 4.Communicate the consequences of non-performance. 5.Set a follow-up plan.
500
what three categories are they being evaluated on?
the customer experience, the employee experience, and business results.
500
What can appraisals impact?
their pay as well as their chances for advancement