There are some people who consistently never complete their tasks on-time. This holds everyone else up and creates discontent among those who are waiting for the work of this person in order to do their job. Management's action must be to determine why the person is chronically missing the deadlines: is it lack of urgency and giving it their all or are they overburdened and incapable of completing all their assigned work?
Quality is conformance to requirements and deadlines are a requirement. Action: Sit down with the deadline dodger, together set realistic requirements, get agreement to the requirements, make sure the process is capable of meeting the requirements, and then hold the individual accountable.
Excellent customer service starts with Quality.
http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.
Contact Teri at ty@retainloyalcustomers.com
Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.
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