Performance Management

Job Description  

        Our customer service position is required to provide exceptional service and be engaging with all customers.  The associate must be able to build a strong, trusting relationship and cross-sell products and services.  Associates must guarantee that the customers are the first priority. The associate must have a drive and determination for the product, services and brand.  

        A successful candidate must be self-motivated, organized, detail-oriented with the ability to multi-task while working in a fast-paced environment.  Our company provides an opportunity to join a growing and successful company.  This position requires the candidate must be a team player as well as work independently.  

Job Requirements: 
Great communication skills 
Enthusiasm to help others 
A willingness to learn
The ability to perform basic math, register & computer skills
A commitment to be the best customer service associate available

Must be able to work nights, weekends, holidays, various shifts
Job Responsibilities: 
Greet & Welcome our guests and build relationships 
Discover needs & sell merchandise 
Suggest items that complete a sale (ex: wardrobe, make-up, jewelry, etc.)
Enthusiastically meet and exceed guest expectations 

Meet and exceed sales goals
Must possess excellent verbal and written communication skills

Organizational Behavior Modification
        There are many ways managers can support employees and reinforce performance by using techniques like incentive plans, wages, bonuses.  The first thing that must be done is for managers to be specific with communication to employees about what is expected from each employee.  Set clear, concise details of job duties, and give constructive feedback on a regular basis, maybe month or quarterly.  At this point, the employees are aware of strengths and weaknesses.  

Most workers believe they are doing a good job until a review is completed, which may be annually and the employee is devastated when the review is damaging.  Once an employee knows what is expected they can work to meet the company’s goal, which can be prosperous for the company and the employee.  Recognition and incentive programs may help to motivate employees.  One of the greatest plans would be positive reinforcement, rewarding an employee for a job well done, and strengthening an employee in areas of weaknesses.

Recognition programs may be one of the greatest ways to get employees motivated, as well as encourage other employees.  Specialized training in key areas sales, service and product knowledge can keep the front-line people enthusiastic about their key role in helping the company maintain competitive edge and give the employee an opportunity to grow and possibilities for advancement.  Recognition in the form of promotion, awards and specialized training can keep the front-line people enthusiastic about their key role in helping the company maintain competitive edge.  As companies grow and employees are trained there are endless chances for prosperity.  

Feedback is another key element key in changing an employee behavior.  Again, once the employee is aware of what is expected they can modify their behavior to meet the needs of the organization.  Giving constructive feedback makes the employee aware of where they stand and what may need to be improved.

Positive reinforcement can be rewarding, nothing threatening, giving the employee the opportunity to change their behavior and strengthen their abilities.   Front line employees are the first to be affected by changes in the corporation.  These employees must relay information to supervisors, management and top level executives which may help the company keep a competitive edge against the competition (Ammons, 2015).

Coaching is another way to help develop an employees’ potential Coaching is a different approach to developing employees' potential. With coaching, you provide your staff the opportunity to grow and achieve optimal performance through consistent feedback, counseling and mentoring. Rather than relying solely on a review schedule, you can support employees along the path to meeting their goals. Done in the right way, coaching is perceived as a roadmap for success and a benefit

Companies can modify their behavior by collecting information from the supervisors, managers and retail sales associates.  These employees are the front line employees who are in constant contact with the public.  These employees are the first to experience the forces that require corporate change.  Individual learning or the request for knowledge is one of the greatest assets a company can ask from an employee.  This benefits the employee as well as the company.

As individuals learn they increase their knowledge though voluntary behavior conditioning (Ammons, 2015).  Behavior becomes operant when reinforcement is made contingent on its occurrence (Ammons, 2015).  "The culture continuously monitors behavior and offers timely rewards through the members of the organization (Ammons, 2015).  

Measure Key Job Performance

Most employers conduct an employee review once a year.  During this review they inform   employee’s what they've been doing right or the areas needed for improvement.   The problem with this approach is that during the rest of the year the employee is unaware of areas needed for improvement.  

Survey customers is one way to monitor employees’ performance.  Just asking random customers what they thought of their shopping experience may be insightful.  Ask them if they are satisfied with their product or service. Getting an outside perspective on performance is smart as it offers an objective analysis (Tilokavichai, Sophatsathit,  & Chandrachai, 2012).  This is not only a good way to measure performance, but it is a way to see is the needs of the customer are met.  After all, customer satisfaction is the overall goal.  (Tilokavichai et al., 2014).   A happy customer may be a return customer and word of mouth may be the best advertisement.

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