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a blog by Don R. Crawley

Keynote Speaker on
IT Customer Service and Compassion

Bringing humanity into the world of technology

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This is the second in my series of I.T. leadership and team-building posts for IT managers and supervisors.

Once you’ve hired the right employee and you’ve got just the right staff to help your company excel, how do you successfully manage the team and retain key individuals?

Ensure You’re Providing Competitive Pay and Benefits

On most scales of job satisfaction, pay and benefits are not at the top of the list of important considerations for employees, but they must be competitive with similar companies in similar industries. Otherwise, employees can start to think you’re taking advantage of them. They may start to feel resentment.

Recognize and Reward Problem Solving

Remember, you’re dealing with tech people. Most of us love problem solving. In fact, that’s a big reason we got into tech jobs. Recognize and reward your staff members who successfully solve problems. Tailor the form of recognition to the individual.

Set Clear and Measurable Objectives for Project

Next, set clear and measurable objectives for both short-term projects and ongoing performance. Most employees want to deliver outstanding performance. To do that, they need clear guidance on expectations and a clear understanding of how they’ll be measured. Seek their input on what are reasonable expectations and reasonable metrics for measuring their performance. This applies to both short-term projects as well as their overall job performance.

Praise Publicly, Criticize Privately

That is almost always good advice. Doing the opposite is almost always bad. Watch, however, for employees who don’t like to have attention drawn to them. They might lower their performance, so they don’t have to be embarrassed in front of their peers. They still need to be praised for their good work, but the nature of that praise needs to be tailored to the individual, possibly in private.

Provide Educational and Enrichment Opportunities

Employees are most engaged when they feel that they’re growing, both professionally and personally. You can offer to provide online training such as what I offer at compassionategeek.com or pay for employees to attend workshops and seminars. Consider providing tuition reimbursement for employees who take college-level classes. Support tech employees by paying for a test lab, perhaps using retired equipment or virtualization

How these five factors are implemented with one employee is not necessarily how you should implement them with another employee. As an effective leader, you must be aware of each employee’s individual needs, style of working, and interaction styles with colleagues in the workplace.

For More Ideas on How to Improve Communication and Customer Service Skills

IT customer service bookBring my IT customer service training seminar onsite to your location for your group, small or large. I have programs that can fit nearly any budget. Click here for the course description and outline.

Subscribe to My Free IT Customer Service Training

Sign up for my free IT customer service training by email, The 5 Principles of IT Customer Service Success. The course includes the free version of my new IT customer service book The 5 Principles of IT Customer Service Success and eight free customer service lessons by email.

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