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Guide to Customer Service Teams
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8-1/2" x 11", softcover, |
“The amount of performance improvement that is possible from turned on teams is not small — it is enormous.” — Tom Peters
Across the country, customer service departments have benefited from moving to a team-based environment. The results? Rep performance, morale, and motivation have increased, and job satisfaction and customer satisfaction have skyrocketed.
Now, you can improve your own operations with teams.
Guide to Customer Service Teams shows you step-by-step how to build a team-based customer service department. You’ll get the answers to all of your questions, including:
What type of team is right for my department?
You’ll get a six-step guide to help you determine what type of team will work for you. See how Sony Electronics, Schering-Plough Healthcare Products, and Respironics have implemented teams in their departments.
How do I know if my team members can work together?
You’ll learn about the four stages of team development and how each will impact your team. You’ll see how pilot programs are established and the most effective ways to implement teams. A case study of Schuller International’s setup strategy gives you all the basics.
How can I make the transition from manager to team coach?
There’s a big difference between managing and coaching, and you’ll discover how your role and responsibilities will change. Plus, you’ll get a checklist of 15 requirements for successful team building and 10 key areas for getting feedback on your coaching skills.
How can I empower my frontline team?
You’ll get four essential questions to help you determine how much decision-making power to give, plus an easy step-by-step method for empowering your staff. You’ll also see the model that one company used to empower its customer service teams.
What are some guidelines for team goal-setting?
See why it’s necessary to get team input into project and performance goals, tie customer satisfaction into both team and individual goals, and discover the importance of setting reachable, incremental goals.
What are the best ways to monitor team performance?
Constant feedback is essential to team success. Discover how teams are gathering customer input, and then monitoring and reviewing their own performance. Find out the 14 attributes that Edy’s Grand Ice Cream considers essential for a team player. Plus, there’s a team progress assessment form to help all of your team members gauge their progress.
How are other companies setting up team incentives?
You’ll identify ways to reward and recognize your team members with team-based incentive programs. You’ll also find exercises on how to give and receive feedback with forms to use in your own department!
So, whether you’re considering a team-based environment, or your department is already operating with teams, Guide to Customer Service Teams is an invaluable resource for you and your company.
Table of Contents
The benefits of moving to a team-based customer service environment
Choosing the right type of team for your department
Creating a pilot to test your team setup theory
Your role in team-building: Making the transition from manager to coach
How to empower your frontline teams
Guidelines and tips for team goal-setting
How to assess team and individual performance
Setting up team incentives
Team culture: Change is the constant
Form for Team Feedback Appraisal
Form for Peer Performance Appraisal
Plan for Peer Performance Appraisal
Here are some of the companies you’ll read about...
Dun & Bradstreet Information Services • Edy’s Grand Ice Cream • Emulex Corp. • First Federal Savings Bank • GTE Services • Holy Cross Hospital • Interamerican Group • Lee’s Carpets • Louisville Gas & Electric Co. • National Business Forms Association • Network USA • Oshkosh Truck Corp. • PVS Chemicals • Respironics • Roberts Express • Salt River Project • Schering-Plough Healthcare Products • Schindler Elevator Corp. • Schuller International • Sony Electronics • Tompkins Associates • WordPerfect Corp.
Your Guarantee of Satisfaction
Guide to Customter Service Teams is guaranteed. We want you to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return it within 30 days for a full refund.
About the Publisher
Guide to Customer Service Teams is published by the Customer Service Group.
The Customer Service Group provides management and training materials through its newsletters, The Customer Communicator and Customer Service Newsletter, books, and Customer Service Week support materials.
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© 2010 Alexander Communications Group, Inc. All Rights Reserved. |