IMPROVING PERFORMANCE STAFF DO NOT GREET CUSTOMERS IN A FRIENDLY WAY

According to Business Dictionary, performance means “the accomplishment of a given task measure against preset known standards of accuracy, completeness, cost, and speed, but there are many types of performances. One of them is the performance at work which includes the goals that an employee must achieve inside the company in a specific time. For a good performance is very important that the employees understand which their functions or task are, the procedures that they have to follow, the policies that they must respect, the objectives that they have to achieve and how to treat the client. Therefore, customer service is one of the main pillars inside the company. According to Turban et al (2002), "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." So, for improving the customer service performance at the company is essential to provide employees the necessary tools to offer a good service and satisfy the customer´s needs. As a result, stronger customer service performance strengthens the relationship among the company and customers.

Setting up performance goals for employees is a good beginning. According to Peter Ducker, goals have to be specific which means well-defined to inform employees what exactly is expected in order to achieve it; Measurable, regarding to provide steps to measure the progress and motivate employees toward achievement; Attainable, since the success needs to be achievable with effort by an average employee. Finally if companies want to set up goals, it is necessary to establish enough time to achieve it, but not too much time to undermine performance. For instance, set a goal to reduce the number of customer complaints in a month,