The document discusses issues with high turnover rates and inexperienced staff at a company. A survey was conducted with junior and senior employees to understand the problems. Interpretation found that training needs revamping and money is an issue. Solutions proposed included a training program guide, continual training, rewards programs, and team building to address issues around staff development, motivation, and communication.

1. A Hands On Approach
Putting Our Backs into Customer Service

2. Overview
Issues/Problems
Questions & Survey Process
Survey Answers & Interpretations
Team Solutions & Conclusion

3. Introduction

4. Staff Issues

5. Management Interview
High Turnover Rates
“...lucky to get workers to last 3 -6 months...”
Young & Inexperienced
“...most barely out of high school...”
Intense & Stressful
“...such a tough job...”
Training May Lack

6. Team Engagement

7. Staff Breakdown
Separate Staff Into Two
Junior/Senior Staff Members
Combat Communication Issues
Hierarchy/Personality Problems

8. Questions/Categories
Individual Questions
Categories Examined
Demographics
Personality
Training
Technical Ability
Management Issues

9. Survey Kickoff
Two Sets
15 Senior, 32 Junior Level
Google Doc Launch
Ease of Use, Automated Surveys
Two Week Time Frame

10. Answers - Junior Employees
It’s not the Training, It’s
the Right Training/Trainer
Listening To What
Employees Need
Very Important

11. Answers - Junior Employees
Figuring Out a Way to Take
Away Customer Stress
Bring on the Tasks, Task
Masters
How Does Massage
Envy Bridge Pay Divide

12. Answers - Senior Employees
Prepared/Calm
Management
Training Lacks/Hiring
Techniques Weak

13. Answers - Senior Employees
Positive/Happy Atmosphere
But Lurking Stress
Customer Complaints/
Staffing: Manager Stressors
Future Bright But Never
Enough Money

14. Interpretation
Training Needs a Revamp
Money an Issue, Could
Have Other Awards
Individual/Team Growth
Needs to Be Optimized

15. Solutions
Training Program Guide
Continual Training
Rewards Programs
Local/Regional/Got Your Back
Growth Program
Team Building Events

16. Training Program Book
Career Tracking Guide
Junior Employees
Track Own Career Progress
Senior Employees
Ensures Subordinates On Track
(Thomas Building Block of Reward) (Kelly's Model of Attribution)

17. Continual Training
Bi-Monthly Follow Ups
Addresses Sales Pitch &
Customer Issues
Management Focus On
Junior Employees
(Contingent Consequences in Operant Conditioning)

18. Rewards Program
Local/Region/National
Awards System
Got Your Back Employee
Recognition System
Actions Acknowledged for
Junior/Senior Employees
(Herzberg's Motivator-Hygiene Theory)

19. Growth & Idea Program
Plans & Guides Written
for Junior Employees by
Senior Staff
Internal Training from
Local to National
Training Builds from
Inside Out
(Model of Self-Fulfilling Prophecy)

20. Team/Location Building
Fun Functions
and Outings
Bowling/Pizza Parties
Neighborhood
Sponsorships
(Model of Self-Fulfilling Prophecy)

21. Conclusion
Great Exercise, “Had Teeth”
Found Some Surprises
Management Happy
&Locations Going over
Implementation

22. Thanks
Questions?