Establishing Your Team's Desired Performance [CUST0201]

Overview/Description
 If you have ever wondered if it is actually possible to build a team of highly motivated service providers ... the answer is YES! Learn to establish the exact results you and the team desire. Learn how to measure those results which is very energizing. You will sharpen your skills for attracting and selecting exactly the right people for your team. You can ensure the possibility of long term results by continuously providing the right kind of learning. Set the goal: Build your Ideal Service Team.

Target Audience
 Customer service supervisors, managers, coaches, and customer service team leaders

Expected Duration
4.0 hours

Lesson Objectives:

Your Strategic Service Objectives

  • recognize the value of developing a strategic plan to ensure team performance.
  • identify key components of a Statement of Purpose.
  • select examples of team values.
  • choose attributes that are characteristic of stakeholders.
  • link performance criteria to desired outcomes.
  • recognize examples of realistic and complete objectives.

    • The Service Gap Analysis

  • identify the positive effects of measuring performance.
  • select the benefits that result from measured performance.
  • select possible pitfalls when measuring performance.
  • identify key concepts related to establishing measurable criteria.
  • define terms used to describe methods of measuring performance.

    • Service Performance Enhancers

  • define techniques for improving performance of team members.
  • recognize the specific qualities of successful dialogue.
  • select reasons for helping individual team members establish personal vision.
  • select examples of environments and components for mastery of skills.
  • identify effective types of motivation.

    • Hiring for Service Excellence

  • realize the value of using different hiring methods to attract and develop top service representatives.
  • identify reasons for establishing competencies.
  • identify examples of questions that are competency based.
  • match additional methods of interviewing with their benefits or uses.
  • associate the use of hiring resources with the benefit.

    • Service Learning Resources

  • recognize the value of creating a quality learning environment.
  • identify examples of a learning environment.
  • select examples of effective partnering for learning.
  • identify examples of "learning" principles in team meetings.

    • Course Number: CUST0201