Stage 4 – Reinforcement

Through your Assessment and Alignment processes you have begun to create the
ideal climate for enhancing service excellence. Now, surround your people with a culture that reinforces exceptional service and assures that the skills and attitudes they have learned will be sustained. Answer the following questions to help you sustain your Service Culture.

Measurement
• What reward and recognition systems will you provide? 
• How will you ensure that you are rewarding the right behaviors and attitudes?
• How will you measure your service standard levels?

Leaders
• How will leaders at all levels communicate their appreciation of employees, independent of their performance?

Coaching
• How will you coach to your service standards?
• How will you ensure that the coaching is developmentally focused versus evaluative or punitive? 
• Will you train your team leaders and supervisors how to provide developmental coaching?
• Will you offer quality assessment calibration sessions to your coaches?

E-Reinforcement
• Will you offer e-Learning reinforcement?  How will you use these for coaching purposes?

Systemic Improvements
• How will you continually adjust and align your departments' systems and processes with your service vision, value, and standards?
• How will inter-department barriers to exceptional service be addressed?
 
Training Programs
• Will you offer refresher sessions?
• How will you design modules to meet specific needs as they arise?

Reassessment
• When will you formally reassess the service culture to check progress and make adjustments?

These Four Stages provide a process for developing an organization's ability to provide exceptional service in each and every interaction – now and in the future.