Let your employees develop protocols based on real-life situations in the workplace. With a record number of baby boomers leaving the workforce, it’s critical that you capture the knowledge and expertise that will soon be walking out the door. By taking advantage of the knowledge you have in-house, while you still have them, you’ll be better equipped to create procedures that endure for the future.
Be on the lookout for humorous or ridiculous customer service stories – share what happened, and the employee’s successful response to the situation.
If there wasn’t a satisfactory conclusion, write down some of the lessons learned so that people know what NOT to do when that same situation occurs again.
How do you do this?
Assess Your Needs: What are the areas that your team needs the most assistance and support? Start there.
Design Your Materials: You may want to find articles you like and look for ways to adapt them to your specific needs.
Conduct Training Sessions: Make sure that all employees know and understand the material. Train groups of people so that they are on the same page.
Assess the Results: What went well? What would you change for next time?
To get this and 97 other ideas on Manufacturing Engagement, please check out Lisa Ryan’s book, “Manufacturing Engagement: 98 Proven Strategies to Attract and Retain Your Industry’s Top Talent“