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Description
An effective way to achieve exceptional service quality is through a system in which managers continuously coach and mentor employees day after day, week after week. This type of culture can be accomplished throughout the organization only when a bank develops solid teams of both service-quality and sales coaches.
In this article, we will overview the coaching culture in two financial services institutions, touching on some of the key characteristics of their successful approaches.
In the past, ShoreBank employee satisfaction surveys revealed that many workers were leaving due to a poor relationship with their managers. The institution realized that it could not reduce turnover and increase job satisfaction until it created a "consistent and positive" relationship between managers and employees.
As a result, the bank committed itself to the development of a continuous service-quality and sales coaching and mentoring culture.
Jay Colker, vice president and manager, employee development, notes that, "Managers need some specific strategies to be successful and the organization needs a process to hold everyone accountable."
He adds, "Employees function best when expectations are clear and when managers take enough interest to pay attention to how employees are performing."
Service-quality and sales training at the... |
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