Vous êtes confronté à un membre de l’équipe après-vente sous-performant. Comment pouvez-vous renverser leur performance ?

This coaching scenario is so multi-faceted, but a fantastic way to start in any concern is to analyze a person’s skill vs will. The Skill Will Matrix compares an employee’s willingness to perform a task (high or low) to their level of skill in relation to that task (high or low). Skill is almost irrelevant, if you’re already working together in a CS capacity. First, identify the will, this will show you to your coaching route: High Will = Guide, Empower, & Delegate Low Will = Direct, Motivate, & Excite And always have fun!

At IV Consulting LLC, we initiate a candid and empathetic conversation with the team member to understand their perspective and the challenges they may be facing. This open dialogue helps us determine if there’s a lack of clarity regarding their role, confusion about expectations, insufficient training, or limited resources. Additionally, we consider whether personal factors may be impacting their work. By fostering a supportive yet focused conversation, we aim to uncover the obstacles preventing optimal performance and collaborate on strategies to overcome them. Our goal is to provide the necessary support to help every team member succeed and contribute to the organization’s growth.

Understanding the underlying cause of underperformance is the first step towards resolving the issue. Clear communication, setting measurable goals, and providing support through coaching or additional training can make a big difference. It is about creating a path for improvement and holding them accountable.

Para melhorar o desempenho de um membro da equipe de pós-venda, é essencial fornecer feedback claro e construtivo, identificando áreas de melhoria e oferecendo suporte. Definir metas específicas e acompanhar de perto o progresso pode ajudar a ajustar o foco. Além disso, investir em treinamentos direcionados e estimular a motivação por meio de reconhecimento ou recompensas podem transformar o desempenho. Uma comunicação aberta também é fundamental para entender as dificuldades e propor soluções eficazes.

To improve an underperforming after-sales team member, start by identifying the root cause through a one-on-one conversation, ensuring a supportive environment. Set clear, measurable goals to track progress and offer targeted training to enhance their skills. Implement a mentorship or buddy system to provide ongoing guidance. Regularly monitor their performance, offering constructive feedback and positive reinforcement when improvements are made. Encourage open communication and address any personal challenges affecting their work. By fostering a growth mindset and accountability, you can help turn their performance around and boost their confidence.

Lidar com um membro da equipe de pós-venda que apresenta baixo desempenho exige uma abordagem estratégica e equilibrada. O objetivo é melhorar o rendimento do colaborador, garantindo ao mesmo tempo um ambiente de trabalho positivo. Aqui estão algumas etapas que podem ser seguidas para mudar o desempenho desse colaborador 1. identificar as Causas do Baixo Desempenho 2. Definir Expectativas Claras 3. Oferecer Treinamento e Apoio 4. Fornecer Feedback Contínuo 5. Estabelecer um Plano de Melhoria de Desempenho (PIP) 6. Incentivar e Motivar 7. Monitore o progresso regularmente 8. Tomar Decisões Difíceis, se Necessárias

Skill is one requirement- relating to know how. An after sales effort is to evaluate whether the service or product exceeded, satisfied or under achieved trhe customer’s expectations. Depending on that evaluation, the next step is to determine the causative factor- the sales pitch, promises made and promises kept, lack of explanation, lack of complete communication so as to insure the sale can and does exceed customer expectations. Then determine what and how to correct any factors in the original sale. Exceeding the customer’s expectations always leads to satisfaction and appreciation .