Posted by Lisa Hochgraf
In my last post, I talked about the great ideas the attendees at CUES School of Sales and Service-Canada had last week for training a ficitious new teller who wasn't getting up to speed on cross-selling.
Here are some tips from presenter Mike Neill, president of Michael Neill & Associates, Atlanta, on how to most effectively confront an employee about improving his or her performance, should training not be the right course of action, or be ineffective with that particular employee:
- Remember, people are good.
- Tell the employee what behavior is inappropriate.
- Express some positive attribute of the employee.
- Tell the employee the impact of their behavior.
- Ask them to provide you with a solution.
- Agree on a solution.
- Monitor the behavior.
- Let the employee know you have noticed the improvement.
- If the behavior does not change, re-evaluate.
When's the last time you had to confront a sales and service employee about their behavior? What words did you use?
