GuideBooklets™

• Sample GuideBooklet™ Table of Contents
• List of GuideBooklets With Descriptions™
• Sample Partial GuideBooklet™

List of GuideBooklets™ With Descriptions

Note: If you were directed to this page via a hyperlink from our Principal Services page, please scroll down to the appropriate service you are looking for.

1. Service Standards

Direction provided in developing internal and external service standards, i.e. measurable levels of performance for employees to better serve their "internal customers" as well as external customers. Includes sample standards, worksheet, list of tasks and timelines for departments to develop their own standards, memo to staff.

Value: By defining explicitly what good service looks like, your organization will be better able to set service goals, hold people accountable and measure achievement. Because employees develop their own standards, there is more buy-in and commitment to service. In addition, the open dialogue between departments has been shown to improve communication and teamwork.

2. Internal and External Service Measurement

Direction provided in developing systems to regularly track service performance and to allow complaints to surface easily. Includes a written procedure for development of tools to measure internal and external service, a process for measuring internal service, samples of three external service tracking methods.

Value: Service measurement can significantly impact service performance by using the reports to acknowledge those who are meeting customer needs and to coach those who are not.

3. Sales and Service Performance Goals

Direction provided in the establishment of quantifiable sales and service performance goals tied to corporate goals, for individual managers and employees. Includes a written procedure for establishing goals, sample goals for many positions.

Value: Explicit sales and service goals, agreed upon by associates and supervisors and incorporated into the performance evaluations, provide a clear connection between performance and expectations.

4. Performance Management

Direction provided in developing performance evaluations to reflect your key results areas (KRAs) and specific targeted results (STRs) based on your strategic service and sales expectations. Includes sample of ideal evaluation format.

Value: A critical component of a high performance sales and service culture, accountability better ensures that service and sales goals will be reached and sends a message that high performance will not go unnoticed and non-performers will not be allowed to skate by.

5. Product Knowledge Certification

Direction provided in developing a product knowledge certification program to help insure employees are motivated to and accountable for learning product knowledge. Includes procedure for developing program, options on format, sample certification questions, guidelines on rules, suggestions on appropriate rewards for becoming certified.

Value: Employees who have been certified are more likely to answer customers' questions accurately, fill more customers' needs and give better service. Management is also able to better measure the effectiveness of product knowledge training.

6. Sales and Service Recognition

(Two GuideBooklets™, Informal and Formal)

Direction provided in developing a structured sales and service recognition program for both informal and formal recognition. The informal recognition program is intended to provide managers tools to give more "on-the-spot" recognition for desired behavior. The formal recognition program focuses employees on achieving longer term (in many cases strategic) sales and service objectives. In formal recognition, employees look forward to regularly scheduled recognition and reward for achieving pre-established criteria and work toward achievement of the recognition. Incentives can be based on the criteria.

Value: Honoring those who excel not only reinforces service and sales, internal service and cross-selling behaviors, but also motivates associates to continue their high level of performance. An environment built on immediate and specific feedback to associates acts as a strong incentive for the under-achievers to strive to do better.

7. Customer Relationship Management

Direction provided in creating customer retention and appreciation programs to demonstrate appreciation of customers, ensure ongoing feedback from them, and to improve and enhance customer retention.

8. Communication

Direction provided in coordinating the expansion and enhancement of the sales and service focus of the monthly newsletter. Planning and coordinating "Fireside Chats" that ensure staff easy access to senior management and the CEO. Providing managers and supervisors with sales and service information for dissemination at their sales and services meetings.

Value: Opening up channels of communications enhances employees' feeling of "belonging" to the organization and willingness to participate and contribute to the attainment of lofty sales and service goals.

9. Sales and Service Council

Create a Sales and Service Council representing a cross-section of departments. The Sales and Service Council participants will help implement this Action Plan and are responsible for its success.

Value: As the focal point for all activity regarding development of a sales and service culture, the Sales and Service Council helps maintain the critical momentum, involvement and communication and enthusiasm (MICE™) in the process.

10. Sales / Service Kickoff and Action Plan Implementation Workshop

A special event to start communicating your organization's vision, mission and new direction to all employees and to generate enthusiasm and gain support for increased sales and service. Includes guidance on the format, planning and agenda and an upbeat motivational talk by Barbara Sanfilippo.

Value: The kick-off or rally serves to communicate the significance of your organization's commitment to enhanced sales and service, the roles of employees and their importance to the future success of the organization. This is meant to be a fun event.

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