Award-Winning Customer Service: 101 Ways to Guarantee Great Performance

67. Quick Feedback Gets Positive Results

When observing your team, look for behaviors and actions that are outstanding, as well as those that need to be corrected. When you focus on trying to catch your coworkers doing it right, you are going to find actions to praise. Make notes of outstanding performances, so you can give specific feedback. When you give specific details, good behaviors are more likely to be repeated, and poor behaviors are likely to be corrected.

Performance Prompts

• Acknowledge both outstanding and substandard behaviors immediately.

• Tell your coworkers exactly what you mean.

• It can be a great motivator to give positive feedback in public, but be certain that your coworker is comfortable hearing praise in front of others. It ...