Do they feel they belong to a
Do they feel they belong to a team which is going somewhere? Do they know exactly what is expected of them and receive feedback and appropriate rewards based on performance? Do they have a future and are they growing in the way they want to?
Once you have the basics in place to improve levels of staff satisfaction and retention, you can focus on the customer by ensuring that customer service is a key result area of the jobs that deal with them. With a small investment in time, measures relating to customer satisfaction can be built into the performance management system.
A useful way of looking at this is to use a systems approach, define the inputs and the outputs, and then choose the most useful and practical factors to measure performance against. While measuring outputs is best, many jobs do not necessarily control the end result of customer service or sales, so we need to look at what they can control and measure that.
Typical inputs would be the actions taken by the employee such as calls made, or specific behaviors such as building rapport and handling problems.
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