Home > How to: Performance Planning - and Customer Delight

December Newsletter

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Dedicated to promoting the highest levels of customer service for our customers - the citizens of the City of Hampton.
 

Customer Service Spotlight

How to: Performance Planning and Customer Delight

Customer Delight is a major cornerstone of the city's culture, one of eight overarching themes in the city’s strategic plan … in other words, it's important!

As a supervisor, you are the leader of Customer Delight in your team/workgroup. Employees watch the boss and that means you set the customer service tone for your team. It's your responsibility to hold employees accountable and ensure they are delivering exceptional service.

This page provides basic and advanced tools for performance planning. For more information on the City performance planning process (PMP), contact Human Resources.

The Basics: Developing Customer Delight Performance Plans

Start the process by reconnecting to how important customer delight is to your team, department, and the City. Get clear so you can pass this message on to your employees. Prepare to meet with employees by answering these questions:

• What specific goals can you develop related to customer delight?
• What development plans are needed for the specific employee to improve their customer service skills?
• Does the employee understand how to apply customer delight principles?
• Is the employee clear that they will be evaluated on customer delight?

The Planning and Review Meeting:

Work with employees on how Customer Delight fits into their annual performance management plan:

• Specific actions that the employee can take go in Section A of the Performance Plan: Responsibilities/Goals.
• Customer Delight development goals go in Section B. These are ways the employee can increase customer service skills (for example, attending training, being mentored by another employee).
• Section C is where employees will be rated on how well they foster Customer Delight. Be sure they have a copy of the customer delight performance factors for their specific job role.
• Additional resources: Performance Management Forms; Customer Delight factors; All performance factors

The Mid-Year Review:

Sit down with the employee to discuss progress toward their Customer Delight responsibilities/goals, development plan, and how you see them doing on the performance factors. Provide positive feedback to reinforce achievements and constructive corrective feedback as needed.

The End of the Performance Year:

Evaluate results. Celebrate accomplishments to once again reinforce the importance of customer delight. Provide constructive feedback and an honest performance rating. Look ahead to the next year for ways to build even more exceptional service and customer delight.

Advanced tools for customer delight performance planning

Customer delight goals begin with the big picture. Goals should connect to the overall strategy of the City. Do you know what our strategy is? More

An example of Customer Delight goals: City > Department > Team > Frontline – the power of working together comes through goals that are aligned up, down, and across the organization. More

Who are our customers and what can we do to delight them? Talk with employees about customers during the performance planning process and throughout the year. Before you do, get clear on these issues… More

How would we know if we delighted them? What data or measures? Once you have a sense of what customers need, ask, "How can their critical needs be measured?" More

 

 

 

 

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