How can you motivate your team to improve service delivery?

Goal setting process has this academic definition of being Smart. In my view, times have changed.. Goals of employees need to be set, basis the org goals obviously, with a view of specific benefits after achieving. There needs to be greater level of discussion while setting goals to get the buy in of the employee... This will not only ensure goals being met but also build a feeling of winning in the employees.. The sense of fulfillment is critical for the employee and the org

By giving them the smaller goals, and recognition when the goals are achieved. Recognition can be in many forms, praise, position or help with any personal goals. A delivery should always be planned with smaller independent milestones and distributed well with distinguished ownership.

in my opinion One of the most effective ways to motivate your customer service team is to recognize and reward their achievements, efforts, and contributions. Whether it's a public shout-out, a personal thank-you note, a gift card, or a bonus, showing appreciation can boost morale, loyalty, and performance

Providing feedback and recognizing team members for their efforts is an important part to keep the team motivated. Customer delivery is the fundamental block of any business model. Without it, there's no business. Delivery teams may find them burdened with operational realities. It is them who are on the core customer front. Acceptance or rejection is through them. Constant feedback is important so that market information flows coherently. Also, owing to their operational burden, special attention should be given to recognizing their efforts in form of both tangible and intangible rewards. It would keep them motivated, as well as sustain the incentive for performance improvement leading to better service delivery in the long run.

Recognition of people’s efforts and not just criticism but recognizing the efforts that people are making so that they see their worth and become even more motivated to do more.

I believe acknowledging success, especially following a failure is the most important action an employer can take. Employees are going to make mistakes, it's a given because they're human, but rarely does an employer remember to follow up and acknowledge and praise the correction. It's part of re-wiring the brain and allows the employee to admit to mistakes and seek correction rather than fear their mistakes.

I think that a learning and development culture can vehemently lead to increased customer satisfaction as well as retention. I am writing this specially in context of service delivery teams. An L&D culture will enable the service team to polish their skills, practice amongst themselves, discuss different scenarios and highlight any challenges they are facing. They can also find out solutions for those challenges. Cooperation and coordination is an integral part of team work. This needs clear communication. Learning events help bring team members closer and act as ice breakers. Team members are able to interact with each other in other-than-work environment. In my opinion, this greatly helps in clearing personal communication barriers.

Create a safe environment where it is okay to not have all the answers. Have portions of team meetings an open floor where people can bring something that doesn't make sense to the table--and then the team can determine whether that issue/idea should stay on the agenda for next meeting. Encourage a few people to read about it and bring their learnings to the next team meeting. Reward engagement, not knowing everything from the start.

I think L&D should be a team effort to gain the most support and pull the team together. The only time I see individuals studying or seeking additional training is if it can lead to a promotion or as in the case of earning job based certifications, can lead to a raise.

Communication and collaboration does real have the momentum in motivating team members. Team members need to hear and be heard, they also need to see how other teams perform their tasks and what motivates them. Get the team an atmosphere of feeling free to express themselves and you being team leader be able to listen without prejudice. As the says, word has power.

Communicate openly and be transparent where possible. A team will follow you to war if they feel valued and respected. Empower the team to be part of the processes in decision making.

It all starts with the WHY. Why is your team doing the work they are doing? Why is your team serving the population they're serving? Why is your team working at the organization they are? The single, most-powerful way to motivate your team is to give them an inspirational "why". Sometimes it's easy to do that, other times it's hard. One very effective way is to put a human face to the work that your team does. Make the work the team does and the impact they have real by attaching a story to the topic.

In my experience I’ve empowered and engaged a team by making them think about what kind of service experiences they would want for a loved one or someone they care about. This shift in thinking created acceptance, caring and engagement among team members.

If someone brings an issue forth, have a process or procedure for them to also solve the problem. Allow them to solution and try to test those solutions with some structure. Teams can design their own workflows and changes to those workflows as long as you provide the structure to track and measure that change.

In Business Studies, I was introduced to a very interesting concept of Quality Circles, a form of Japanese influence on American business practices. HBR has reported some 44% companies in US with 500+ employees to have QC programs. These are basically a voluntary set of initiatives, encouraged by a company among its employees. Small groups of employees working in same or different teams can together to identify and discuss work/quality-related issues and craft out solutions for themselves What I remember, Quality Circles were not meant to be held strictly inside company premises, but rather employees could meet outside and socialize together. This allowed the company to arrive at creative solutions being faced by the employees collectively

As a business owner, going the extra mile by sending team members gift cards when they're unwell or providing bonuses whenever feasible showcases your consideration and care. Sharing client feedback in a way that promotes joy, highlighting the positive impact of their work, and acknowledging their role in improving the lives of clients and stakeholders can be a powerful motivator. These thoughtful actions not only contribute to a positive work atmosphere but also reinforce the sense of value and recognition within your healthcare case management business.

Recognize and Reward: Recognition and rewards boost morale and motivation. Celebrate your team's achievements, no matter how small. This not only motivates them to perform better but also fosters a positive work environment. Invest in Training: Continuous learning is key to improving service delivery. Invest in training programs that equip your team with the skills they need to excel in their roles. Lead by Example: As a leader, your team looks up to you. Display the qualities you want to see in your team. Your actions can inspire them to improve their performance. Motivation isn't a one-time event, it’s a continuous process. It's our responsibility to create an environment that inspires our team to give their best every day.