Motivating teams to give great customer service
There is no better time than the busy summer months to revitalise your teams motivation and to make sure that customers are getting great service. The challenge is finding a way to promote peer-to-peer recognition that includes everyone and has a positive effect across the business.
Welcome Break says its ‘Extra Smile’ recognition scheme has proved a resounding success with over 3,000 nominations in the first month of its launch. Anyone in Welcome Break can nominate someone they think has gone the ‘extra smile’ and in doing so has given great customer service.
Nominations are made quick and spontaneous using the recently adopted ‘Jam’ business technology, Welcome Break’s enterprise social network. Every nominee receives an instant prize from their manager – the ‘Extra Smile’ lollipop – and is congratulated and awarded their prize in front of their peers.
The surprise and delight factor comes as all lollipops have unique codes printed on them and a winning code nets the employee an instant cash prize of up to £200. Employees then go straight to Jam’s code-checker tool to find out if they are a winner.
Welcome Break says the scheme has not only boosted morale and customer service levels during the summer months, but has also increased take-up and usage of the Jam technology.
Karl Jolly, director of People at Welcome Break, said “Our recognition schemes have a great impact. They help motivate our people to go the extra mile, and add a welcome element of fun and surprise in the process. All thanks to our lovely agency Five by Five People for coming up with the idea. Our net promoter scores are increasing every year and I’m very proud that our employees would recommend Welcome Break as great place to work to their friends and family.”
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