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Increasing customer service behaviors using manager-delivered task clarification and social praise
Anna Rice1, John Austin, Nicole Gravina
1Western Michigan University, Psychology Department, Kalamazoo, Michigan 49008, USA.
Journal of Applied Behavior Analysis
|March 2, 2010
Summary
This study shows that combining task clarification with manager praise significantly boosts employee customer service skills. While effective, long-term impact varied for newer employees, highlighting the need for ongoing reinforcement.
Area of Science:
- Organizational Psychology
- Behavioral Science
- Human Resources Management
Background:
- Employee customer service behaviors are crucial for business success.
- Previous interventions have shown mixed results in improving these behaviors.
Purpose of the Study:
- To assess the effectiveness of a combined intervention (task clarification and manager social praise) on employee customer service behaviors.
- To evaluate the long-term maintenance of these behaviors.
Main Methods:
- Intervention involved task clarification and manager-delivered social praise.
- Customer service behaviors (greetings and closings) were measured before and after the intervention.
- Follow-up assessments were conducted at 48 weeks.
Main Results:
- Correct greetings increased from 11.5% to 66%.
- Correct closing behaviors increased from 8% to 70%.
- Behavioral improvements were maintained at 48 weeks for original employees but not for newer hires.
Conclusions:
- Task clarification and manager praise are effective for improving customer service behaviors.
- Sustained improvement requires ongoing strategies, especially for new employees.
- This intervention offers a practical approach for enhancing customer interactions.
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