Businesses often depend on the performance of their employees. However, since service companies are usually highly dependent on their employees, a particular advantage in managing employees has a greater impact. The top management should pay close attention to selection and recruitment procedures and training, job creation, performance management and other aspects of the management of employees. The most important thing is that the choices made in these areas must align with the quality of service that the business aims to establish.
To design an effective employee management program, begin with two basic assessment questions. The first is: What makes our employees competent to be successful? Then: What can make our employees enthusiastic about being successful? The answers can be translated into specific company policies and plans if you think about it. If companies fail to link those dots that connect their management methods and their customers’ preferences, they will be unable to fulfil their promises regarding service.
If your business demands the heroic efforts of your workers to ensure that customers are satisfied, If you are a bad service design. Self-sacrifice by employees is not sustainable. Instead, it would help if you designed an organization that allows employees to flourish. That is the basis of Commerce Bank’s strategy. Remember that the bank has decided to compete with extended hours and the ability to interact with customers rather than on low cost and product variety. Consider how this strategy can inform the management of employees, and the implications aren’t difficult to imagine. For example, Commerce concluded that it did not require straight-A pupils to be able to comprehend its specialized product range; it could recruit to develop a sense of humour and train to provide service. When conducting job interviews, Managers could employ simple criteria to weed out applicants, such as “Does the applicant smile when in a relaxed state?” ?”–rather than seeking to increase their smile on a variety of positive attributes. Employees at the bank could be utilized as talent scouts because you need an individual to get to know. (When Commerce employees Commerce notice someone providing excellent service in a different setting, such as an eatery or a gasoline station, they distribute cards with a thank you and an offer to think about applying to work for Commerce.)
It’s a fact that workers who have a higher than average the way they behave and their aptitude are expensive to hire. They’re not just appealing to you but also appealing to your competition and can increase wages. Any business looking to keep a competitive cost structure may have to sacrifice one feature to maintain the others (or, in the event that it insists on both, come up with the means to finance the luxurious feature). If like Commerce Bank, you opt to hire for your attitude, then you have to make sure that even the lowest-performing employees can provide excellent service. Similar to managers who refuse to acknowledge that their work was designed less than on certain attributes, There are many who are unwilling to recognize the trade-off between attitude and aptitude. The inability to take into account this reality in the design of the management of the employee’s system is one of the main causes of poor service.