Tratar con un miembro del equipo que no cumple con el servicio al cliente. ¿Puede ayudarlos a cumplir con los estándares?

I would have a private conversation asking if they are okay and is there something bothering them. Dealing with these types of situations can be challenging simply because you never know what a person is going through. I would then explain the nature of our conversation hopefully to gain some insight on the reason for the poor customer service. Letting them know that their behavior is not healthy for the work place and that poor customer service is bad for business. Set boundaries and offer suggestions on how to improve their customer service skills. Have them do in-service training on what is good customer service, communication, patience and problem solving.

Taking time to first to get to know your team member and identify their specific Customer Service style. Empowering individuals to involve their own style often give a sense of ownership to the role. Taking their communication style into consideration, you can use this to better communicate feedback specific to the issue. I would offer training specific to their learning style and be sure to ask if there are specific things that would help them to be successful in their role. Continue to monitor interactions with customers, give constructive feedback and offer kudos and recognition for a job well done.

Everyone can improve in this sector i'ts management's job to keep clear goals posted thats expected of them to meet and to follow the proper steps that ensure were all on the same page. (study the skill you want) An employee is only a reflection of what they are being trained on, so keep an eye on what your doing, and customer service only gets better. Falling short only means you will get better, it takes time and error to create success. Keep a great positive attitude and youll get better result's ...try it..lmk

Regarding the topic, I recommend talking to the person in a one-on-one meeting. The goal is to provide clear feedback without making the employee feel attacked. Use open, solution-focused communication. Offer training and support. Additional set expectations with clear dates. If after providing support and opportunities for improvement no significant progress is seen, defined administrative measures must be taken. This may involve formal warnings, changes in responsibilities or, in serious cases, considering termination. In particular, when choosing between a person who has the aptitude but not the attitude, I prefer the one who has the attitude but not the aptitude.

Being straightforward in this process is helpful but at the same time you do not want to discourage the team member. Provide the feedback succinctly and offer examples where you can identify room for improvement. Point out parts of their performance where they did well and explain why that aligns with their goals. Ask them if there are ways you can support their growth and improvement.

This simple 4-step feedback model (shoutout Manager Tools) is ideal for addressing negative behavior like poor customer service, with clear, concise communication in 30 seconds or less. 1. Start with, "Can I give you some feedback?" If they’re not ready, respect that and try again later. 2. Say, "When you (e.g., didn’t greet the customer politely)," staying direct and specific. 3. Explain the impact: “Here’s what happens: it upsets the customer, affects our reputation, and weakens the team’s performance.” 4. Finally, ask, “Can you handle that differently next time?” We want our team members to own the solution. This approach is simple, non-threatening, and helps drive meaningful change.

Feedback is a powerful tool, and we all get to learn from it, if properly delivered and processed. Focusing on first highlighting your team member work style is important, this way encouraging them for their delivered work. While transitioning towards the pain points, explaining how these can be improved, and how these influence the overall delivered customer experience.

Once issues have been identified there is a need to try and help advisor to change the habits they have picked up while working after training period it is important to know where you are going wrong and why

- **Schedule a Private Meeting**: Choose a time to speak with the team member in a private, non-threatening setting. This ensures they feel comfortable and are more likely to engage in an open conversation. - **Use the SBI Model**: Structure your feedback using the Situation-Behavior-Impact (SBI) model. Clearly explain the specific situation, describe the behavior observed, and then articulate the impact it had on customers, the team, or the company. - **Be Constructive and Supportive**: Emphasise that the goal is improvement, not punishment. Highlight their strengths before discussing areas that need improvement, and express confidence in their ability to improve.

Setting goals is great way to get yourself back on target and able to deliver a much better service take it a step and at time and don’t rush to meet your goals take your time take notice and things will begin to become clearer

Making goals is a great way to keep track of your progress, I use goals almost everyday at work to keep track of what I accomplished during my shift. Just make sure you have a clear plan on how you will accomplish them.

- **Define Clear Objectives**: Set specific, measurable, achievable, relevant, and time-bound (SMART) goals that the team member needs to achieve. For instance, improving customer satisfaction scores by 10% within the next quarter. - **Align Goals with Company Standards**: Ensure that the goals are in line with the company’s customer service standards and expectations. This alignment helps the team member understand the broader context of their role.

Make the improvement goals visible and achievable. Having then be clear allows for your staff to see the improvements, rather than a subjective status. This would be instead of "improve customer service" try "reduce NIGO complaints to less than 5 over the month" or whatever measurable metric is out there for you.

Giving them short term,easily attainable goals which address the problems at hand will help them gain more confidence which in turn will help them grow while alleviating the issues at hand. When someone has a sense of accomplishment it helps them grow into a more self assured,confident go-getter who will in turn use this experience in the future to help someone else in the same predicament making what once was a weakness for them become a strength therefore leaving you assured that you have a capable and responsible manager that can get the job done for you on a day to day basis

Continuous learning in the workplace ensures that employees' knowledge is constantly being updated, and it shouldn't be considered a temporary process.  A company that considers the philosophy of continuous training and practice policies, provides a variety of training programs for employees, and they will have the opportunity to expand their skills and benefit from professional development to improve their job performance and career goals. 

Training is essential for professional growth. Provide your team member with resources like workshops, online courses, or opportunities to shadow a colleague who excels in customer service. Encourage them to practice new skills in a low-pressure setting before using them with customers. Continuous learning is crucial to maintaining high customer service standards.

There is a possibility that further training may be needed offer this as a way of helping to reach your goals and to deliver a better service to your customers

A questão do treinamento é primordial, e não só um treinamento, mas algo contínuo, com reciclagens e principalmente fazer o funcionário entender e sentir o quanto ele é importante neste papel, o quanto ele é pertencente e o quanto ele faz diferença para que o processo de certo.

I propose additional training to enhance skills and identify specific weaknesses through feedback. I can then provide targeted suggestions for improvement and set one clear goal at a time to keep our focus sharp. I’ll also share relevant training resources to support our growth. Regular check-ins will help us monitor progress and adjust our approach as needed. Best Regards, Jen

Keep monitoring and rewarding as the advisor develops good skills and learning always make sure you make things positive as the last thing you need from an advisor is a negative attitude and atmosphere

Keep the feedback loop going that you established. After setting a proper goal, have the check in at the one month that shows, you met X expectation. Hopefully this check in shows improvement, but if not, you are able to leverage the clearly defined goals and feedback to drive this secondary conversation.

I would follow up with this employee, depending on the field of business, on a regular basis (weekly, bi-weekly, monthly depending on the frequency of customer interaction) and discuss specific interactions that I had observed or that they wanted to share. I would continue to provide feedback in the same way as I did during our initial conversation for consistency and highlight the "jobs well done."

- **Regular Check-Ins**: Schedule follow-up meetings to review progress against the set goals. This should be done regularly to ensure they are on track and to address any ongoing challenges. - **Adjust Support as Needed**: Based on the team member’s progress, you may need to offer additional resources, adjust their goals, or provide further guidance. Flexibility here is key to their development. - **Gather Ongoing Feedback**: Continue to collect feedback from customers and other team members to measure improvement and identify any remaining issues.

From a distance,mentally watch and take note of all the different things that the team member is working on and watching their progress in case you might need to lend a lot more constructive criticism again in the future and when you have noticed them making progress and accomplishing different goals then give them credit and a complement maybe a minor celebration being that goes a long way helping a person in that situation because it helps them feel appreciated as well as not being overlooked when they are making the necessary changes that help better them.

Positive reinforcement is the "oil of a well-run machine" if you will. Keeping your team motivated during anytime can be difficult, but especially when there are goals and/or metrics set to monitor the progress of an addressed issue, which can add even more stress. Congratulating your team on improvements immediately when they are noticed is key 🗝️ to keeping "stinking thinking" out of your camp!

I love to give positive feedback whenever I notice any kind of improvement from a coworker. I find that positives always produce better results, then focusing on the negatives. They tend to always give me back a big smile and tell me how appreciative they are that I noticed.

Receiving Positive reinforcement can boost a Teams/Employees morale immensely. It is easy to only vocalise negatives as they arise but acknowledging employees hard and good work is equally as important to make them feel valued. A good manager should be able to evaluate a CS Team member by their general performance across the board, the best CS employee can make mistakes but if they can take responsibility and actively work on resolving them, then this should be acknowledged as a positive.

In my opinion: Everything depends on the job your hired to do, some jobs require more out of an employee than just smiling and saying have a good day. Most of the people hired are still in school and just want to interact with each other and get paid, Which makes sense to me! If my boss is telling me we need to improve on a specific part of job, I will tell them where the weakness is in my department and what I've already done to try to fix it. You can follow every step in this AI questionnaire and it will NOT change a thing! Sometimes you just need to get rid of the bad seed. I'm not upper management so my opinion is just that of a basic employee who goes above and beyond my job! I work hard for my coworkers and help them