Comments on: Public Shame and Praise to Drive Results http://www.serviceuntitled.com/public-shame-and-praise-to-drive-results/2007/08/21/ The blog about customer service and the customer service experience. Sun, 21 Mar 2010 06:22:11 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Service Untitled http://www.serviceuntitled.com/public-shame-and-praise-to-drive-results/2007/08/21/comment-page-1/#comment-215883 Service Untitled Thu, 27 Sep 2007 01:57:14 +0000 http://www.serviceuntitled.com/public-shame-and-praise-to-drive-results/2007/08/21/#comment-215883 Lee, That is a good question. I am not aware of one that would work with all help desks. Most help desks have one that can be installed pretty easily. For some of the help desks, you can just hire a programmer for a couple of hundred dollars to implement one. Lee,

That is a good question. I am not aware of one that would work with all help desks. Most help desks have one that can be installed pretty easily. For some of the help desks, you can just hire a programmer for a couple of hundred dollars to implement one.

]]> By: Lee Miller http://www.serviceuntitled.com/public-shame-and-praise-to-drive-results/2007/08/21/comment-page-1/#comment-214200 Lee Miller Wed, 26 Sep 2007 05:41:24 +0000 http://www.serviceuntitled.com/public-shame-and-praise-to-drive-results/2007/08/21/#comment-214200 We've recently hired some additional support staff and I think it's important that we put in place some metrics to measure our performance as we grow. I'm interested in including a customer service rating link on tickets answered by our help desk staff. Can anyone suggest any 'off-the-shelf' type feedback tools for allowing customers to quickly rate a response? We’ve recently hired some additional support staff and I think it’s important that we put in place some metrics to measure our performance as we grow. I’m interested in including a customer service rating link on tickets answered by our help desk staff. Can anyone suggest any ‘off-the-shelf’ type feedback tools for allowing customers to quickly rate a response?

]]> By: Service Untitled http://www.serviceuntitled.com/public-shame-and-praise-to-drive-results/2007/08/21/comment-page-1/#comment-170894 Service Untitled Wed, 29 Aug 2007 22:35:10 +0000 http://www.serviceuntitled.com/public-shame-and-praise-to-drive-results/2007/08/21/#comment-170894 Hi Ben, Thanks for your points. A large sampling and consistent data is critical for this to work. You don't want to risk having inaccurate data (either because there isn't enough or it is too skewed) reported and being used to praise or shame represenatives. I like your system of following up and showing how long someone has been on the top (kind of like the book sales ratings, etc.). Hi Ben,

Thanks for your points. A large sampling and consistent data is critical for this to work. You don’t want to risk having inaccurate data (either because there isn’t enough or it is too skewed) reported and being used to praise or shame represenatives.

I like your system of following up and showing how long someone has been on the top (kind of like the book sales ratings, etc.).

]]> By: Ben Hubbard http://www.serviceuntitled.com/public-shame-and-praise-to-drive-results/2007/08/21/comment-page-1/#comment-170832 Ben Hubbard Wed, 29 Aug 2007 21:48:36 +0000 http://www.serviceuntitled.com/public-shame-and-praise-to-drive-results/2007/08/21/#comment-170832 We do something similar, but we post the top five only. The reasons are several, but a big one is that the tool we use to allow customers to provide feedback on trouble tickets currently is applied to only tickets opened a certain way… so only a small sampling is available. That said, we're adding it as soon as we can to more and hopefully soon all tickets. As well, with such a small sampling, a few unlucky tickets can affect someone score, so really this type of tool is best if there is a large sampling. What I also think though is that when a certain rating is given by a customer, the manager should call later and inquire for more specifics. It may make the customer feel as though their voice is really being listened to. When the monthly top five is posted, so is the number of consecutive months in the top five for each of the top five ranked. The team loves it. Ben We do something similar, but we post the top five only. The reasons are several, but a big one is that the tool we use to allow customers to provide feedback on trouble tickets currently is applied to only tickets opened a certain way… so only a small sampling is available. That said, we’re adding it as soon as we can to more and hopefully soon all tickets.

As well, with such a small sampling, a few unlucky tickets can affect someone score, so really this type of tool is best if there is a large sampling.

What I also think though is that when a certain rating is given by a customer, the manager should call later and inquire for more specifics. It may make the customer feel as though their voice is really being listened to.

When the monthly top five is posted, so is the number of consecutive months in the top five for each of the top five ranked. The team loves it.

Ben

]]> By: Service Untitled http://www.serviceuntitled.com/public-shame-and-praise-to-drive-results/2007/08/21/comment-page-1/#comment-166805 Service Untitled Mon, 27 Aug 2007 00:10:28 +0000 http://www.serviceuntitled.com/public-shame-and-praise-to-drive-results/2007/08/21/#comment-166805 Thanks for your well thought out opinion, Pete! Thanks for your well thought out opinion, Pete!

]]> By: Pete Aldin http://www.serviceuntitled.com/public-shame-and-praise-to-drive-results/2007/08/21/comment-page-1/#comment-166619 Pete Aldin Sun, 26 Aug 2007 21:26:32 +0000 http://www.serviceuntitled.com/public-shame-and-praise-to-drive-results/2007/08/21/#comment-166619 Very interesting post. My experience of shaming behaviour is that it always always feeds the following things back into the system of the organisation: passive-agressive resistance - taking revenge on the boss; disaffection; jealousy; a them-&-us mentality and much more. The shame-praise model only works in a limited capacity with some competitive A-type personalities who take it as a game. Other A-types will tell the company to simply "Get ...!" and leave for greener fields, while the introverted will sullenly comply with minimum expectations while undermining the company in other ways. It's an illusion and one that can severely harm both the company and its employees. What works better is clearly defined set of objectives, the nurturing of talent, clear and logical consequences for not meeting the objectives, tapping the natural motivation of the employee and empowerment of personal development. Thanks for the opportunity to vent! :) Very interesting post. My experience of shaming behaviour is that it always always feeds the following things back into the system of the organisation: passive-agressive resistance – taking revenge on the boss; disaffection; jealousy; a them-&-us mentality and much more.

The shame-praise model only works in a limited capacity with some competitive A-type personalities who take it as a game. Other A-types will tell the company to simply “Get …!” and leave for greener fields, while the introverted will sullenly comply with minimum expectations while undermining the company in other ways.

It’s an illusion and one that can severely harm both the company and its employees.

What works better is clearly defined set of objectives, the nurturing of talent, clear and logical consequences for not meeting the objectives, tapping the natural motivation of the employee and empowerment of personal development.

Thanks for the opportunity to vent! :)

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