7.feedback
• Step 1 clarify your observations using behavioural terminology
I ve noticed that when you answer the phone you sometimes forget to correctly greet the customer
• Step 2 Describe the effect of the behaviour on the team or organisation
This leads to lower levels of customer satisfaction, decreases sales and lowers the general public’s opinion of the organisation.
• Step 3 Discuss your observations with the individual to determine their views or explanation
Are my observations accurate is there a reason for this?
• Step 4 recommend and agree on a future behaviour
Can you please make sure that you answer the phone with an appropriate greeting the future or what can you do to help ensure this does not happen in the future?
• Step 5 Monitor/follow-up to ensure agreed behaviour has occurred
It’s great to see that you’ve been answering the phones correctly and with enthusiasm. Thank you for working towards our improvement process.