Performance Problems and Consequential Strategies

• Succinct: Consistently low customer satisfaction ratings, evidenced by an average of 2.5/5 over the past quarter, accompanied by observed communication deficiencies including interrupting customers, using excessive technical jargon, and displaying impatience during customer interactions.

2. PDC (Performance, Deficiency, Cause) Assessment:

• Performance: Sarah's customer satisfaction rating is 2.5/5, below the team average of 4.2, and her communication style during calls is problematic.
• Deficiency: Sarah's customer service skills, specifically communication skills, are deficient. While knowledgeable, she struggles to convey information effectively and empathetically.
• Cause: The root cause is likely a combination of factors:
  • Lack of Specific Training: While Sarah has received general product training, she may lack training in customer communication, active listening, and empathy.
  • Communication Style: Sarah's natural communication style may not be conducive to effective customer service. She may be unaware of how her communication is perceived by others.
  • Potential Attitudinal Issues: Her impatience could indicate a lack of motivation, burnout, or other attitudinal issues that need to be explored. It's important to avoid jumping to conclusions about attitude without further investigation.
  • Lack of Feedback and Coaching: Sarah may not have received adequate feedback and coaching on her communication skills. She may be unaware of the negative impact of her interactions.

3. Domain and Problem Area:

The domain is Human Performance.

The specific part of the domain causing the performance problem is Skills and Knowledge, specifically within the subcategory of Communication Skills. While attitudinal factors might be playing a role, it's crucial to first address the observable skill deficiency through targeted training and coaching. If, after skill-building interventions, the performance doesn't improve, then exploring potential attitudinal or motivational factors would be the next step.

Let's analyze a hypothetical case study to illustrate the process you've described.

Case Study Scenario:

Sarah, a customer service representative at "Tech Solutions Inc.," consistently receives low customer satisfaction ratings. Her average rating over the past quarter is 2.5 out of 5, significantly below the team average of 4.2. Call monitoring reveals that Sarah often interrupts customers, uses technical jargon they don't understand, and appears impatient. She has been with the company for two years and has received standard training. Other team members report that Sarah is knowledgeable about the products but struggles with communication.

1. Precise Definition of Problematic Conduct:

• Countable: Customer satisfaction rating below 3 out of 5.
• Unambiguous: Based on customer feedback surveys collected after each interaction, using a standardized rating scale.