The effects of a combined task clarification, goal setting, feedback, and performance contingent consequence intervention package on telephone customer service in a medical clinic environment

Julie M. Slowiak, Gregory J. Madden, Ramona Mathews

Research output: Contribution to journalArticlepeer-review

14 Scopus citations

Abstract

Appointment coordinators at a mid-western medical clinic were to provide exceptional telephone customer service. This included using a standard greeting, speaking in an appropriate tone of voice during the conversation, and using a standard closing to end the call. An analysis suggested performance deficiencies resulted from weak antecedents, poor knowledge and skills, and weak performance contingencies. An intervention package consisting of task clarification, goal setting, feedback, and performance contingent consequences was designed to improve customer service behaviors of four participating appointment coordinators. An ABAB reversal design was used, and overall performances of all four participants increased during intervention phases. This study indicates that a multi-component intervention may be an effective strategy to increase telephone customer service behavior in medical clinic settings.

Original languageEnglish (US)
Pages (from-to)15-35
Number of pages21
JournalJournal of Organizational Behavior Management
Volume25
Issue number4
DOIs
StatePublished - Dec 1 2005

Keywords

  • Customer service
  • Feedback
  • Goal setting
  • Performance contingent consequences
  • Task clarification

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