One effective tool to help foster department motivation and satisfaction is a "Bill of Rights". I've successfully utilized the following Bill of Rights at a previous company.
Customer Service Department Bill of Rights
Amendment 1
The business has the right to expect employees to be honest, innovative, accountable, and compassionate in carrying out their responsibilities. Department managers will:
- Set and communicate goals and strategies to achieve them
- Monitor performance against goals
- Monitor the business environment and make necessary changes
- Design an organization that will provide clear, appropriate roles and responsibilities.
- Use effective processes to meet their goals;
- See that employees have clear goals and responsibilities, resources, and feedback to continually improve.
Amendment 2
Department employees will:
- Have accurate, up-to-date information an goals, strategies, and progress of the business
- Be clear on their roles, responsibilities, and consequences of achieving or not achieving them
- Be accountable for achieving assignments and goals
- Receive resources, specific objectives, timely information on their performance and training, and management support to become competent performers.
- Perform their duties to the best of their abilities within the course of their scheduled work hours.
Amendment 3
All Customer Service policies and procedures, being necessary to the promotion of a quality contact center, must be respected by employees and not be infringed.
Amendment 4
Management guarantees a wonderful and fun work environment, with a clean and modern facility, break room, state of the art training room, notice boards, and a responsive management team.
Amendment 5
In issues of disagreement between employees and managers or supervisors, the right to meet with senior management shall be preserved. Management believes in a quality program to mediate disagreements in a sincere and timely manner.
Amendment 6
Management and employees agree to work together to better the performance of projects. This means that when a project is not meeting its objectives both parties will convene to better performance. This can be accomplished through training, assessment of fundamentals, etc.
Amendment 7
The enumerations in these ‘Bill of Rights’ of certain rights shall not be construed to deny or disparage other rights retained by employees and management.
Amendment 8
Management and employees reserve the right to work together to develop more ‘Bill of Rights’, and to amend those ‘Bill of Rights’ already in place.