Celebrating success

Explores the concept of developing an organizational reward and recognition process for superior customer service. Discusses organizational goals in the light of ensuring the reward recognition programme is directing the department the right way; of ensuring that words and actions are not contradictory; and directing people towards common goals. Outlines management support, highlighting customer focus, quality, teamwork, training and communication networks. Suggests that even if the return on other investments is minimal, employee satisfaction will be greatly improved.