From the course: Customer Service: Motivating Your Team
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Clarifying values and goals
From the course: Customer Service: Motivating Your Team
Clarifying values and goals
- I've found in many cases that if employees are performing at very different levels or aren't meeting expectations, your values and goals may not be clear. Here's a real-life example to see what you can do to fix that and make sure your values and goals are crystal clear. First, you'll identify where employees have different perspectives on your organization's values and goals. This can be a big factor in inconsistent service. The technical call center I worked with had wildly different handling times to resolve customer issues. Many employees averaged between eight and 12 minutes, but one employee had a 22-minute average handling time, and their vice president wondered aloud, you know, is this efficient, are we delivering consistent service? So she had some team members get together and create a flowchart of a typical customer support interaction, and I thought this was a great approach. They simply wrote each step in the process on an index card and laid them out in order on a…
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