Reward and Compensation Strategies, a Comprehensive View of Developing a Performance Pay Plan

Our organization is profitable because of our customers and our employees. In order to keep our business operating successfully, we need to make sure our customers are getting the highest level of service at all times. We rely on our employees to provide this stellar customer service experience, so they need to understand how to maintain that. The goal of this new employee training is to teach new associates our expectations on how they can create that experience for customers. The training will teach them how to build loyalty with customers; how to create good first impressions; and how to manage the expectations of customers. Our customers expect great service every time they interact with one of our employees, so it is our job to make sure that happens, regardless of who they are working with.

Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement. Learning outcomes Students will, upon successful completion of this unit understand the needs of both internal and

Quality of Customer Service becomes critical for company's success on the market. If planed properly, incentive pay plans may increase customer service representatives' interest to providing better service to the customer. Specifics of Customer Service brings its difficulties to setting standards for quantity and quality measuring of the Customer Service productivity, as basics of incentive pay determination.

Customer service is a highly visible and significant aspect of organisational performance and reputation. A professional image is created through reliability, courtesy, service orientation and a commitment to quality, as well as treating each customer with dignity and respect. A substantial part of my experience has been in supervising and developing teams in environments with a strong focus on quality customer service. I understand the dynamics and pressures for team members working in this environment and the need for access to clear, practical information resources for both customers and staff, as well as useful support structures and mechanisms for customer service staff.

Performance rewards come in a variety of opportunities. Typically, performance rewards would indicate a monetary reward such as a promotion, increase of pay, or the receipt of a bonus for a project completion. However, positive feedback or a simple thank you from an upper level management inspires the employee to produce results. Rewarding an employee with additional training or asking him or her to work with a specific team or conference encourages personal enhancement. Asking an employee to attend a conference, workshop, or business trip shows the employer believe in the employee. Any of these options gives the employee personal satisfaction and well as a big boost of confidence.

Performance rewards come in a variety of opportunities. Typically, performance rewards would indicate a monetary reward such as a promotion, increase of pay, or the receipt of a bonus for a project completed. However, positive feedback or a simple thank you from an upper level management inspires the employee to produce results. Rewarding an employee with additional training or asking him or her to attend a specific team or conference encourages personal enhancement. Asking an employee to attend a conference, workshop, or business trip shows the employer believes in the employee. Any of these options gives the employee personal satisfaction and well as a big boost of confidence.

While another team in the customer service call center is responsible for dealing with trade and retail customer’s complaints and questions. Continuous education and training programs should be implemented to train the customer service call center representatives, on how to efficiently take orders, handle questions and complaints while maintaining quality customer service. Through gathering of information from benchmarking partners, the customer service call center should have an average time spent on the phone with customers. Representatives that constantly provide quality customer service and do better than the average time spent on the phone should be acknowledged and rewarded with an incentive that will create competition among the reps to perform better continuously.

The world has turned into a global village, which has increased the level of competition among companies and every company wants to be at the top of their game. This competition has led to companies using High Performance Work Practices (HPWP), because they increase productivity, operations, as well as performance. Human resources within an organization are expensive and important; this is the reason why many strategies are developed to handle them because they impact the operations of a company. The proper definition of HPWP is the involvement and participation of employees, employers and managers, where they communicate and form a trust.There are different elements

Employee management is a key concept for organisations this is because it helps them to achieve goals and targets. It is noticed that reward management serves as the major strategy that is used by the human resource management in order to attract and keep hold of competent employees. In addition to this the method, also is the means of developing the performance of employees as it involves implementing

Organizations that reward employee performance receive a return on investment (ROI) through greater customer satisfaction, less turnover, and employee moral (Reed & Bogardus, 2012). Studies show high-performing companies put much emphasis on total rewards to attract and retain the best talent in the industry (Ramona & Anca, 2013); this is why the collection and analysis of job reward data are crucial to the success of organizations. “Price is what you pay. Value is what you get” (Buffet, 2008, p. 5).

In an expanding economy, human resources are scarce, and it’s important to attract and retain the best people. In a recessionary economy, human capital is a major expense that needs to be controlled effectively. But no matter what the global economic situation may be, you need maximum insight and flexibility to manage enterprise compensation. You also need the ability to adapt dynamically to ever-changing circumstances. A comprehensive compensation management solution achieves this by integrating all relevant human resources (HR) processes, including the administration of fixed and variable pay, long-term incentives. performance management, compensation budgeting, personnel cost planning, salary benchmarking, and payroll.

Because of the rising number of customer complaints, I plan to implement multiple changes to the customer service department, and make my team of representatives more effective at their jobs, and response better to the customer. First, I will explain my analysis of the “root causes” of the team’s “dysfunction”. Moreover, I will outline my recommendations to get my team “back on track”.

As a results, new employees were inadequately trained thereby creating a worsening of services provided to customers. Thus, rather than inspecting the cause by visiting in the field, along with the CEO, an appropriate research method should be employed for further exploring this problem. One suggestion may be to include a survey for customers so that a level of customer service can be analyzed and enhanced.

Initially, Company A was not able to reach their minimum service level goal of 85%. However, through a series of reviews, feedback and process measurement, Company A was able to increase customer satisfaction by 18%. Since no product or service can address all needs of a consumer, there are many factors to consider when servicing a large customer base. You must develop a strategy to address your diverse customer base, because no two customers are the same. This paper will discuss how Company A improved the level of service, by reforming their approach to customer service.

In order for the service employee to deliver on the customer’s expectations, the company (or management) must provide the necessary resources to fulfill the duties of the job. The success of the firm is also supported by the internal customers, also known as employees, and the satisfaction of these employees can influence the service encounters with external customers (Gremler, Bitner & Evans, 1994). It is imperative that management of the company delivers to the expectations of the employees in order to fulfill business goals and objectives.