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  • Answer Upon - How Hot is Our Service?

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    next to the thermometer labeled ‘Good service’, ‘Service OK’ and ‘Service needs improvement’.

    3. Each time the first button is touched, a light cheery sound emerges and the t

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    A large bank came to me for the first time seeking a big improvement in their retail counter service. They asked me for ‘customer service training’ but also complained about the shallow impact of classroom training efforts from other providers. I was hesitant. Classroom training is only a partial solution, especially for a high-traffic, face-to-face service environment. To make it more effective, creativity is needed. So I invented a novel approach involving customers and staff, immediate feedback, and clear targets and objectives. Perhaps you can use this, too.

    1. Set up a large colorful ‘Service Quality Thermometer’ in the lobby. Place it where customers can use it easily.

    2. Place three ‘voting buttons’ next to the thermometer labeled ‘Good service’, ‘Service OK’ and ‘Service needs improvement’.

    3. Each time the first button is touched, a light cheery sound emerges and the th

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    llow impact of classroom training efforts from other providers. I was hesitant. Classroom training is only a partial solution, especially for a high-traffic, face-to-face service environment. To make it more effective, creativity is needed. So I invented a novel approach involving customers and staff, immediate feedback, and clear targets and objectives. Perhaps you can use this, too.

    1. Set up a large colorful ‘Service Quality Thermometer’ in the lobby. Place it where customers can use it easily.

    2. Place three ‘voting buttons’ next to the thermometer labeled ‘Good service’, ‘Service OK’ and ‘Service needs improvement’.

    3. Each time the first button is touched, a light cheery sound emerges and the t

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    ironment. To make it more effective, creativity is needed. So I invented a novel approach involving customers and staff, immediate feedback, and clear targets and objectives. Perhaps you can use this, too.

    1. Set up a large colorful ‘Service Quality Thermometer’ in the lobby. Place it where customers can use it easily.

    2. Place three ‘voting buttons’ next to the thermometer labeled ‘Good service’, ‘Service OK’ and ‘Service needs improvement’.

    3. Each time the first button is touched, a light cheery sound emerges and the t

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    you can use this, too.

    1. Set up a large colorful ‘Service Quality Thermometer’ in the lobby. Place it where customers can use it easily.

    2. Place three ‘voting buttons’ next to the thermometer labeled ‘Good service’, ‘Service OK’ and ‘Service needs improvement’.

    3. Each time the first button is touched, a light cheery sound emerges and the t

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    next to the thermometer labeled ‘Good service’, ‘Service OK’ and ‘Service needs improvement’.

    3. Each time the first button is touched, a light cheery sound emerges and the thermometer goes ‘up’ a notch. When the ‘Service OK’ button is touched, the nice sound is heard but the thermometer remains the same. The button marked ‘Service needs improvement’ makes no sound, but the thermometer drops a notch.

    4. At the end of each day, post the results on an attractive monthly scoreboard marked: ‘How hot is our service?’ Locate the scoreboard in full view of both customers and staff.

    5. Over time, a standard will emerge for each branch of the bank. Gradually raise the standard. Run contests between the branches. Give ‘pat on the back’ recognition. Highlight past performance and illustrate ‘Our target for today!’

    6. Ask customers who touch ‘Service needs improvement’ for their imme

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