The Management Division (MGT) Customer Service Recognition Program encourages MGT staff to recognize their colleagues’ achievements and contributions in the area of customer service whenever it occurs. The program will
- identify and recognize moments of great customer service
- foster a positive and customer-centric work environment
- enhance staff morale and engagement
- motivate high customer-focused performance
Program Components
The Customer Service Recognition Program offers two mechanisms for recognizing great customer service, especially proactive customer service. The program unites the existing Star Award along with a new Walk-Around Spot Award.
Star Award
- The division director will select individuals throughout the year to receive the Star Award. The winners will receive a custom-made “You Make the Difference” pin presented by the division director. Additionally, the recipients may be recognized during a MGT town hall and on the division website.
Walk-Around Spot Award
- MGT employees who are “caught in the act” of delivering superior customer service or as recognition for recent feedback will be presented with a customer service voucher which they may redeem for a $25 gift card1 from a variety of vendors (e.g., Starbucks, Barnes & Noble, iTunes, etc.). Employees may receive up to four vouchers per calendar year.
Eligibility
All MGT regular staff, supervisors, and managers (including new hires) who meet the established criteria are eligible to participate in both components of this program. Non-regular employees may receive an award by exception but MGT officers are not eligible to receive an award. MGT officers, however, may nominate employees.
Guidelines and Selection Criteria
MGT colleagues will be recognized for demonstrating exemplary customer service with internal or external customers.
The division’s key competency, Customer Focus, is a prime basis for this program’s selection criteria. Customer focus is defined as “anticipating, meeting, and striving to exceed the needs of internal and external stakeholders by building trusting relationships based on respect and open communication.” Behaviors which proactively demonstrate this competency include, but are not limited to, the following:
- Understanding the customer’s environment and their needs
- Demonstrating a commitment to meeting needs of customers, and seeking assistance if needed
- Establishing positive relationships with customers based on trust and mutual respect
- Knowing policies and procedures that impact customers and providing effective guidance and options
- Demonstrating timely follow-up and keeping stakeholders informed on the status of requests
- Using diplomacy and tact
- Following the spirit of the Legendary Service approach to provide high-level, consistent service
- Noting patterns that impact customers and taking appropriate action to support their needs
- Actively seeking feedback from customers in order to improve
- Collaborating and partnering with other groups within MGT or other divisions to meet customer needs
The Boardwide competencies also provide opportunities to proactively demonstrate great customer service behaviors that could be recognized through this program. The Board competencies include Decision Quality, Learning Agility, Perspective & Strategic Agility, Collaborative Relationships, Effective Communication, and Drive for Excellence.
Additionally, this program can be used to recognize Legendary Service behavior and demonstrations of the division’s values. Legendary Service behaviors focus on creating a culture of service, attentiveness, responsiveness, and empowerment. The division’s values center on respect, integrity, service, and excellence.
Exemplary and sustained behaviors or actions that demonstrate the MGT Division or the Board competencies, the division’s values, or areas of focus identified by the Legendary Service initiative would be appropriate considerations for this program. In particular, this program has been designed to acknowledge proactive, quality actions in service to our customers.
Award Distribution Process
Walk-Around Spot Award
- Supervisors, managers, and officers will be provided with a supply of customer service on-the-spot vouchers they can use to recognize any member of their team at any time for noteworthy customer service. When giving an on-the-spot voucher, the supervisor, manager, or officer should notify the Customer Service Recognition Team by sending a brief e-mail to the team’s e-mail box, MGT-Customer-Service-Recognition@frb.gov.
- Colleagues also may nominate employees for whom they are not the supervisor or manager for a Walk-Around Spot Award. The nominator (the person observing the quality customer service) should send an e-mail with the name of the person being nominated and a brief summary of the superior customer service to the nominee’s direct supervisor/manager and copy the Customer Service Recognition Team at MGT-Customer-Service-Recognition@frb.gov.
- Employees will be presented with the Walk-Around Spot Award vouchers by their managers. If the recipient was nominated by someone other than their manager, the manager will acknowledge the person who recommended the award. Employees may receive up to four vouchers per calendar year.
- Vouchers will be redeemed through the Customer Service Recognition Team.
Star Award
- The division director will select individuals throughout the year to receive the Star Award. Nominees may be Walk-Around Spot Award recipients or division employees identified by the director as deserving recognition for making a difference.
- All MGT staff members are encouraged to nominate employees of the division for superior customer service. Supervisors, managers, and officers may nominate members of their teams as well.
- Nominations should be submitted by e-mail to the employee’s immediate supervisor/manager with a brief summary of the nominee’s superior customer service and copy the Customer Service Recognition Team at MGT-Customer-Service-Recognition@frb.gov.
- Employees who have received three Walk-Around Spot Awards should be automatically submitted for consideration for a Star Award, if this has not already occurred.
- The division director will personally present the Star Award to recipients.
Administration and Funding
An HR Customer Service Project Team member will lead a team composed of representatives from the various division sections to administer and manage the Customer Service Recognition Program. The costs associated with this program will be funded by the MGT Rewards & Recognition Program in accordance with Board policy.
1. The gift cards are considered taxable income and Payroll will include the gift card amount in the taxable income for each employee receiving a gift card. Managers should inform employees of this so should they wish to avoid this tax implication, the employee can keep the voucher in recognition of the award and not redeem it for a gift card. It should be noted that the gift card is the only thing for which the voucher can be exchanged and the gift cards are non-transferable. Return to text.