Description: Guide to Customer Service Teams shows you step-by-step how to build a team-based customer service department. Questions include:What are the benefits of moving to a team-based operation?You'll learn from actual case studies how other companies have benefited from transitioning to teams. You'll see how reps have been empowered; how rep performance, morale and motivation have increased; and how customer satisfaction and job satisfaction have skyrocketed.What type of team is right for my department?Youll 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?Youll learn about the four stages of team development and how each will impact your team. Youll see how pilot programs are established and the most effective ways to implement teams. A case study of Schuller Internationals setup strategy gives you the basics.How can I make the transition from manager to team coach?Theres a big difference between managing and coaching, and youll discover how your role and responsibilities will change. Plus, youll 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. Youll also see the model that one company used to empower its customer service teams.What are some guidelines for team goal-setting?See why its 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. How are other companies setting up team incentives?You'll identify ways to reward and recognize your team members with team-based incentive programs. Youll also find exercises on how to give and receive feedback with forms to use in your own department!
Price: 2.25 USD
Location: Lebanon, New Hampshire
End Time: 2024-12-13T19:13:22.000Z
Shipping Cost: 4.63 USD
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Item Specifics
All returns accepted: ReturnsNotAccepted
Publication Year: 1997
Language: English
Book Title: Guide to Customer Service Teams: Nine Steps to Improving Producti
Author: Susan Hash
Publisher: The Customer Service Group
