As we look forward to implementing our new customer service program, I want to let all of you in on the approach I intend to take in the classes we will be offering at the college.  I hearken back to the regular struggles that I've had with employees - I'm sure my experiences were typical.  In trying to develop a program, the recurring question is "How do I make employees see that it is in their interest to provide stellar customer service?" 

The focus in the class will be to try to get people on every rung of the ladder to see the benefit to their lives of the opportunities available in any job.  Chief among the skills anyone can take away from any job are the inter-personal, customer service skills.  I want all of them to ask "What's in it for me", and I'll lay it out for them!  

The sticker that we intend to place on the windows at participating businesses provides all owners with an opportunity to put some teeth in the "What's in it for me" ethic.  Pay for performance is on the rise all across America.  Companies are guaranteeing only minimum wage to any and all employees.  Compensation beyond that - on whatever schedule the employer wants to offer - hinges upon a clean report from secret shoppers. 

The workforce shares in the benefits of a good report, and suffers the pain of a bad report, as a team.  There are no scapegoats. The retention of the "Customer Service Friendly" sticker can have a direct impact on your management of the workforce, and on their individual financial success.  It can become a tool for you to use. 

We'll talk more about the program as it develops.  I'm looking forward to wide participation.  It's free!  The class will be on demand every Tuesday morning at the college, 9:00 a.m.  - in room C6.  It will last about an hour.   If we need to hold an evening class, arrangements can be made.