You ask a loaded question, Amanda! Of course, it depends on the circumstances and what the employees are arguing about, but I suppose this could be a generic solution.First of all, sit all the employees down and spell out all of your expections of them. For example:?Perform their job with integrity and accountability.?Treat everybody with professional courtesy and respect.?Learn from past successes, and mistakes.?Be punctual and reliable.?Communicate openly and honestly.?Strive for continuous improvement.etc.You need to make clear the consequences of NOT meeting your expectations (i.e. hit the road).Next, share the current state of affairs and the consequences of NOT improving customer service.Then, set some ground rules for a discussion. Most important is treating everyone with respect and professional courtesy (i.e. no arguing). Invite the employees to come up with solutions and share them with the group. Have the group vote for several suggestions (no ranking, just vote yes or no). The suggestions that get the most overall votes are likely the most important and get implemented first. The others can be implemented later.Lastly, make sure give the employees recognition for the good teamwork and taking ownership of the solutions.Then go home to your real life and have a beer or whatever makes you happy. :)This was probably more than you wanted for an answer, but once i got started I couldn t help myself.
I would let the employees know that in this economy the customer isprofitand they are overhead.Then if the service did not improve terminate them and find a mature 50+ worker to take their place.I have been out of work since April and we 50+ workers have the skillsand work ethic to fill a lot of positions.
Are we allowed to shoot them all and get a new team? I m confident that the second team will behave themselves.In the real world?I would get a moderator, and set clear playtime rules. If it isn t constructive, it s destructive and won t be tolerated.Or..make them silently list their suggestions, and survey the customers - anonymously.
Assign them into groups with a definite objective, maybe make a business plan, or do a spreadsheet presentation, etc..Tell them the group who does not produce, all the members will be asked to leave the team.
Tell them they can either work together as a team or find other jobs . They are not irreplaceable. In other words , do the job I hired you for or hit the bricks .
