How do you handle high-maintenance employees?
We all have at least one of them – a high-maintenance employee who performs well, but is difficult to manage. So how does one go about handling them?
Welcome to our weekly Customer Service Clinic where the community will try to help you solve your problems!
One of our readers, Janine, has put the following to us and she would love your feedback:
“We have a member of staff who consistently over-achieves on his targets and brings in great business. Sounds amazing, right? Well, it would be, except that Simon is exceptionally high-maintenance, and our team leaders are at a loss as how to manage him.
Because Simon is so driven and finds it easy to achieve his targets he often finds it difficult to concentrate on tasks for long periods of time, and goes about disrupting his colleagues. He demands a lot of attention from his colleagues and managers and yet he is unwilling to be a team player.
We have tried upping Simon’s targets but this has only served to demotivate him and we are unwilling to give him any managerial responsibilities until he has matured emotionally.
We don’t want to lose him as a member of staff, but we are at a complete loss as to how we should manage his growth and development in our contact centre. Does anyone have any suggestions?”
What do you think Janine should do?
Do you think this is a matter of incentives, coaching or engagement? And at what point will Simon’s attitude start to become a burden on his team?
Help Janine out by leaving your suggestions in the comments below and we will reward the answer that Janine likes best with a £25 Amazon gift voucher.
Tuesday 11th November 2014 at 11:00am-12:00pm GMT
Join Lara Doyle (Community Manager, CallCentre.co.uk), Nicola Millard (Head of Customer Insight and Futures, BT) and Paul White (CEO, mplsystems) to gain a greater understanding of current operational practices and challenges when it comes to text-based customer service, to hear about future trends and what these could mean for the business and to find out how technology can help to support the organisation with the new challenges that mobile is bringing.
Topics to be discussed include:
- Best practice for email and chat in the contact centre today
- Practical ways to make email and chat more cost effective and responsive
- Improving multilingual text based customer service
- Predictions for the growth of text versus voice based customer service
- Implications for the contact centre
- How to migrate the contact centre to support mobile chat
- Managing mobile chat