Objective

A large retail company wanted to position itself among its competitors as the company with unsurpassed customer service. In order to accomplish this, the customer service representatives needed to increase the level of service they provided.

Strategy

Management decided to initiate a “Customer Service Representative of the Month” recognition program to reinforce the importance of superior customer service. The managers met to identify the specific service criteria they would use to measure employee performance. Each month the customer service representative that met the most criteria was honored with a recognition award during a staff lunch. The managers recognized that one representative could win the award multiple times, so they chose to honor the winning representative with an Art Glass Award. The Art Glass Awards offered a variety of designs, therefore a different style Art Glass Award was chosen each month.

Results

As a result of the recognition program, the level of customer service increased, and the customer service representatives felt appreciated. The managers continued the recognition program to reinforce the value of service to staff members. Recognition is also now part of day-to-day operations.

Case study provided by Crystal-D, a partner of Lipic’s.

Art Glass Samples