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Answer Upon - Building a Strong Customer Service Team
The best brands always try to do the right thing, so that their reputations will remain unsullied. But beyond that they grow, evolve and get better with time, while maintaining their special qualities from the past.We all have a personal brand with social, cultural, intellectual, and personal needs that may not necessarily be addressed in our daily work. Address these needs and you begin to improve your brand. Here is my agenda for building your brand. Join and participate in community and profession
Develop your team members Look at each team member as an individual. If one of your team members is very detail oriented try to give that person process tasks that utilize those strengths. If another team member is a high level type of person who achieves good results with the efforts of others get that person involved in a team project. Taking this individual approach will result in happier,
Career tests are amongst many different related tools that can help make the early part of your job-search manageable, and thus set you on a shorter path to your ultimate goals. Career tests are essential tools in opening up new possibilities and helping you to make important career decisions at key points in your life. Most of these tests are used to provide an indication of which jobs match your personality type and which will provide maximum job satisfaction.Whilst there is a wide variety of tests available, so
Hire the right people Decide up front what skills, strengths and personality you want on the team. The team creates its own culture based on your leadership. Be clear in interviews about what expectations you have for the job, what will create success and how it will be measured. As you narrow down candidates it’s a good idea to have them meet a few people on the team. Let the candidates get a feel for the team they may be working with.
Be a team member as well as a manager and leader A successful team is only as successful as each individual team member. By viewing each role as an integral part of the team, not as a subordinate, each team member feels valued. This results in greater trust, smoother communication and better individual and team results.
Model the behaviour you want to see As a leader you are the role model for the team. They set the tone based on you. When things go wrong they look to you for help. After a tough customer call it’s important that they feel they can tell you about it - for two reasons: you never want to be broad sided by an irate customer or customer issue, and you want your team to have trust in you. You can information gather after a tough call which allows you to identify any trends in product issues or identify any training or interpersonal issues. The sooner these are identified the better.
Jointly set objectives It’s amazing what happens when team members are asked to set monthly objectives! They gravitate toward those tasks that best utilize their skills. Once your team members are clear of the overall objectives they can begin to make them their own. They explore how they can best support and advance the departmental objectives. In a monthly one on one meeting you invite your direct reports to prepare what they each feel are reasonable objectives for the next month. Your role is to ensure that these objectives are moving the individual and team forward in achieving the overall objectives. Delegate any task that you feel is best done by this person if they haven’t already added it on to the list. Inform the team member why you would like them to take it on (remember that the buy in is much greater when you provide scope). If the team is working in harmony the progress toward completing these objective increases. Result: a more motivated, productive team.
Handle problems as soon as they arise Just as we want customer problems to be handled immediately, it’s important to assist in problem resolution as soon as it arises. Here’s a watch point: you want to let your team members to step out and try new things, take chances and manage the consequences; however you need to be there as the support system if they need you and to help as needed. Be there, be available and be supportive.
Develop your team members Look at each team member as an individual. If one of your team members is very detail oriented try to give that person process tasks that utilize those strengths. If another team member is a high level type of person who achieves good results with the efforts of others get that person involved in a team project. Taking this individual approach will result in happier,
6 steps to a new understanding of old problems.A Gardner I am not, but a few years ago some Raspberries were transplanted and took over the North side of my house. As I was taking my evening stroll in my yard, I noticed that they were loaded with sweet red berries. I decided to spend the time picking several quarts of the elusive red berries. Red raspberries and a cup of ice cream sure sounded good to me.The raspberries were elusive because every time I thought all were picked, more would appear when a leaf o
Be a team member as well as a manager and leader A successful team is only as successful as each individual team member. By viewing each role as an integral part of the team, not as a subordinate, each team member feels valued. This results in greater trust, smoother communication and better individual and team results.
Model the behaviour you want to see As a leader you are the role model for the team. They set the tone based on you. When things go wrong they look to you for help. After a tough customer call it’s important that they feel they can tell you about it - for two reasons: you never want to be broad sided by an irate customer or customer issue, and you want your team to have trust in you. You can information gather after a tough call which allows you to identify any trends in product issues or identify any training or interpersonal issues. The sooner these are identified the better.
Jointly set objectives It’s amazing what happens when team members are asked to set monthly objectives! They gravitate toward those tasks that best utilize their skills. Once your team members are clear of the overall objectives they can begin to make them their own. They explore how they can best support and advance the departmental objectives. In a monthly one on one meeting you invite your direct reports to prepare what they each feel are reasonable objectives for the next month. Your role is to ensure that these objectives are moving the individual and team forward in achieving the overall objectives. Delegate any task that you feel is best done by this person if they haven’t already added it on to the list. Inform the team member why you would like them to take it on (remember that the buy in is much greater when you provide scope). If the team is working in harmony the progress toward completing these objective increases. Result: a more motivated, productive team.
Handle problems as soon as they arise Just as we want customer problems to be handled immediately, it’s important to assist in problem resolution as soon as it arises. Here’s a watch point: you want to let your team members to step out and try new things, take chances and manage the consequences; however you need to be there as the support system if they need you and to help as needed. Be there, be available and be supportive.
Develop your team members Look at each team member as an individual. If one of your team members is very detail oriented try to give that person process tasks that utilize those strengths. If another team member is a high level type of person who achieves good results with the efforts of others get that person involved in a team project. Taking this individual approach will result in happier,
Small contractors and large developers all share one thing in common: the need to store their supplies and materials. Construction, building and renovation projects require plenty of materials and space to work in. Contractors also need to protect their materials during the construction phase. A recent trend in the mobile storage industry is the development of strategic partnerships between mobile storage companies and contractors. Mobile storage companies are providing cost effective storage solutions to contractors big
Jointly set objectives It’s amazing what happens when team members are asked to set monthly objectives! They gravitate toward those tasks that best utilize their skills. Once your team members are clear of the overall objectives they can begin to make them their own. They explore how they can best support and advance the departmental objectives. In a monthly one on one meeting you invite your direct reports to prepare what they each feel are reasonable objectives for the next month. Your role is to ensure that these objectives are moving the individual and team forward in achieving the overall objectives. Delegate any task that you feel is best done by this person if they haven’t already added it on to the list. Inform the team member why you would like them to take it on (remember that the buy in is much greater when you provide scope). If the team is working in harmony the progress toward completing these objective increases. Result: a more motivated, productive team.
Handle problems as soon as they arise Just as we want customer problems to be handled immediately, it’s important to assist in problem resolution as soon as it arises. Here’s a watch point: you want to let your team members to step out and try new things, take chances and manage the consequences; however you need to be there as the support system if they need you and to help as needed. Be there, be available and be supportive.
Develop your team members Look at each team member as an individual. If one of your team members is very detail oriented try to give that person process tasks that utilize those strengths. If another team member is a high level type of person who achieves good results with the efforts of others get that person involved in a team project. Taking this individual approach will result in happier,
I recently ran a survey and asked people the question: "If you are not happy in your current work situation, then why haven't you changed it?" The top rated response was "fear of losing financial stability."The financial stability of a paycheck is a big fat illusion. If you are an employee, you probably have a salary, which is divided in monthly or weekly paychecks. Because you get the same amount in each check, you may believe that you have a stable source of income and can live your life without fear of financial
Handle problems as soon as they arise Just as we want customer problems to be handled immediately, it’s important to assist in problem resolution as soon as it arises. Here’s a watch point: you want to let your team members to step out and try new things, take chances and manage the consequences; however you need to be there as the support system if they need you and to help as needed. Be there, be available and be supportive.
Develop your team members Look at each team member as an individual. If one of your team members is very detail oriented try to give that person process tasks that utilize those strengths. If another team member is a high level type of person who achieves good results with the efforts of others get that person involved in a team project. Taking this individual approach will result in happier,
Anyone reading this article and hassuffered a job loss recently IStaking the job loss seriously. Thestages often are: 1. A sense of relief, sometimeseuphoria if the job has been a badone, and sadness if the loss hasbeen unexpected. 2. Next comes anger, resentmentand more sadness. 3. If the job was a bad one, sadnessoften leads to real depression andmore anger. If the job was a good one, expect the same reactions. 4. Euphoria has gone, along with
Develop your team members Look at each team member as an individual. If one of your team members is very detail oriented try to give that person process tasks that utilize those strengths. If another team member is a high level type of person who achieves good results with the efforts of others get that person involved in a team project. Taking this individual approach will result in happier, more productive and satisfied team members.
The bottom line is that you as the manager set the tone, direction and expectations for the team. How you work with each person, the team and each situation is an important part of creating a positive, focused and energized team!
To learn more about how to best lead your customer focused team join in on Canadian Management Centre’s Delivering Superior Customer Service for Supervisors and Managers.
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