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?
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 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.
