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Geplaatst op 30 april, 2018 om 16:35

Onlangs kocht ik een nieuw kledingstuk dat mijn aandacht even vasthield. Met een veiligheidsspeld was er een kartonnen kaartje aan vastgehecht met volgende tekst: "Proficiat! U koos voor een product dat met de grootste zorg ontwikkeld en vervaardigd werd. Wij nodigen u uit om de onderhoudsvoorschriften nauwkeurig te volgen en wensen u veel plezier met uw aankoop.

Als er zoveel aandacht uitgaat naar dit product en de beleving van de klant, welke onderhoudsvoorschriften zijn er dan naar de werknemers? Deze boodschap gaf mij uiteindelijk als klant wel vertrouwen in de kwaliteit van mijn aankoop en ik voelde me vreemd genoeg, mee verantwoordelijk om deze instructies goed op te volgen.


“The way your employees feel is the way your customers will feel.

And if your employees don’t feel valued, neither will your customers.”

Sybil F. Stershic


Welke onderhoudsinstructies zou jij opstellen als het over jouw medewerkers gaat? Iedere werknemers is anders en iedere manager heeft zijn eigen stijl. Beiden zijn uniek in wie ze zijn en wat ze kunnen. Wat is dan die special customer care die zorgt dat mensen zich goed voelen in jouw bedrijf en ook zich ten volle inzetten naar de dagdagelijkse klanten?

Zoek het niet te ver en maak het allemaal niet te ingewikkeld.

Met deze 7 customer care instructions maak je het echte verschil! 


1. Ga er vanuit dat iedereen talent heeft. Leer jouw medewerker echt goed kennen. Observeer hen, spreek met hen. Wat is ieders streven, manier van denken en omgang met collega’s en klanten? Kijk verder dan klassieke beoordelingsfactoren zoals IQ testen, prestaties en successen.

Wat is zijn/haar talenten combinaties? Wat zijn absoluut geen talenten. Wat drijft deze persoon echt? Welke taken en opdrachten halen het beste uit iedere medewerker.


2. Talent is aangeboren dus selecteer op het juiste talent en iemands drijfveren voor een bepaalde functie. Gebruik talentvragen als richting bij interviews. Een juiste match brengt een intrinsiek gemotiveerde medewerker aan boord die ook bij klanten het beoogde effect zal bereiken.


3. Stop met denken vanuit functiebeschrijvingen met een lijst van verwachte job competenties. Stop met werknemers in vakjes te stoppen en af te meten op verwacht gedrag. Focus op verwachte resultaten en laat medewerkers dit invullen vanuit hun eigen talenten. Laat hen verantwoordelijkheid dragen voor hun ontwikkeling hierin!


4. Focus op het groeipotentieel en zorg voor regelmatige feedback momenten. Reik training aan rond hefboomvaardigheden, als ondersteuning van hun talenten. Ondersteun hen vanuit de intentie om hen te laten excelleren.


5. Wijk af van klassieke jaarlijkse talent oefeningen die performance en ingeschat potentieel analytisch in kaart brengen. Trek deze oefening open, vraag medewerkers zelf na te denken over hun eigen talenten. Begeleid hen in het ontdekken van hun groeipotentieel en non-talenten. Durf mensen verschuiven naar meer geschikte jobs/functies waarin ze meer optimaal kunnen presteren.


6. Evalueer ook regelmatig de sterkte van het totale team en zorg dat de combinatie sterk blijft. In samenwerking en projecten is complementariteit belangrijk om te leren van elkaar en om zo tot een optimaal resultaat te komen.


7. Blijf kritisch en doe regelmatig een check over de resultaten van jouw instructies. Betrek eveneens de klant in het geven van feedback over jouw medewerkers en vice versa. Talent focus vraagt inspanning maar rendeert op lange termijn, voor de werknemer, voor de klant en voor het bedrijf!


Pas deze care instructions zorgvuldig toe en geniet van de duurzaamheid.

Veel succes met jouw aankoop..euh..hiring.

Talentgroet,

www.Talentspots.be







Categorie├źn: Talents & Strengths

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