14.16 : Service Employees

Service employees are essential to delivering high-quality service and ensuring customer satisfaction. Their interactions with customers often shape how the business is perceived, making it crucial to manage service employees effectively. The Service Talent Cycle offers a structured approach to enhancing employee performance and satisfaction, focusing on recruitment, selection, training, development, retention, and performance management.

Recruitment and selection are critical in bringing in employees with the necessary service skills that align with the company's culture. For example, hospitality companies typically seek candidates with strong interpersonal skills and a service-oriented mindset. Training then equips these employees with the specific knowledge needed to meet company standards. A retail company, for instance, may use training to ensure all employees are familiar with their products and customer service protocols.

Retention and performance management are equally important. Employee benefits, like those provided by large tech companies, help keep employees motivated and engaged, reducing turnover. At the same time, performance management employs regular feedback, sometimes incorporating customer reviews, to track employee progress and identify areas for improvement. Effectively managing each stage helps create a motivated and capable workforce that consistently delivers excellent service, enhancing the customer experience and the company's reputation.