How do you motivate entry-level employees to give excellent customer service? Carolee Pierce, general manager of Facilities Management and Consulting (FMC), a Chicago-based provider of turnkey mailroom and copy-center services with revenues of nearly $750,000, offers employees a clear career path.
To produce skilled, customer-centered, promotable workers, FMC does the following:
Broadcast upward mobility. FMC lets employees know they'll be moving up the ladder.
Extensive initial training. Workers learn every detail of a mail clerk's job, including how to address a letter properly.
Switchboard time. The switchboard teaches employees how to interact well with customers. New hires practice vocal tones and making good first impressions.
Audiotapes and videotapes. Videos by the U.S. Postal Service cover subjects ranging from pleasing customers to mailroom organization.
Users' guide. New employees receive a simple description of what customers can expect from FMC's mail services.
Equipment training. To gain experience on different types of equipment, entry-level employees rotate among two or three customer sites during their first month.
Constant coaching. Managers prepare mail clerks for the next level by improving computer and communications skills.