Marcus: Hello, Ms. Winford, please come in.

Mary: Hi, Marcus. How are you doing today?

Marcus: I’m well, how are you?

Mary: I’m fine. I stopped by to tell you what a great job you did on the Dotson account. You made the company look really good. They were very pleased with the service you provided.

Marcus: Thank you. It’s always nice to hear positive feedback from our customers.

Mary: Yes, it is. Anyway, I just wanted to tell you that your efforts were truly appreciated.

Now, discuss the following:

Which of the following methods did Mary use to praise Marcus? Is it the most effective method?

“Gifts and prizes can be used to motivate and excite your customer service team.”

Amanda: You know, I don’t remember ever being this busy.

Connie: I know. I don’t think I’ve ever taken so many phone calls in a day before.

Amanda: I understand that customers are upset as their orders didn’t arrive, but I don’t know how many more of these calls I can take.

Connie: Yeah, it’s frustrating especially because there’s nothing we can do until the suppliers come through. Thank goodness Mr. Haliburton has been so encouraging.

Amanda: I agree. His supportiveness has helped to reduce the stress level of the whole department.

Now, discuss the following:

When do employees need reinforcement?

What’s the benefit of connecting desirable behavior to positive outcomes?