TY - JOUR
T1 - 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
AU - Slowiak, Julie M.
AU - Madden, Gregory J.
AU - Mathews, Ramona
PY - 2005/12/1
Y1 - 2005/12/1
N2 - 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.
AB - 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.
KW - Customer service
KW - Feedback
KW - Goal setting
KW - Performance contingent consequences
KW - Task clarification
UR - http://www.scopus.com/inward/record.url?scp=33745431823&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=33745431823&partnerID=8YFLogxK
U2 - 10.1300/J075v25n04_02
DO - 10.1300/J075v25n04_02
M3 - Article
AN - SCOPUS:33745431823
SN - 0160-8061
VL - 25
SP - 15
EP - 35
JO - Journal of Organizational Behavior Management
JF - Journal of Organizational Behavior Management
IS - 4
ER -