From the course: Leading a Customer Service Team
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One-on-one meetings
(bright upbeat music) - As a leader of a Customer Service Organization. You're going to find that the demands on your time will be unyielding. Reviewing reports like the previous day's service level or preparing to meet with senior leadership to explain current quality scores can dominate your days with meetings and fill your nights with preparation. You may think to yourself, I'll just review the data, email my thoughts, and catch up with my team as I need them. If this is your plan, you're robbing your people of consistency and intentionality. As you take over a new customer service team, I strongly suggest that your first priority should be to fill your calendar with one-on-one meetings with your staff. In this lesson, I want to help you understand three different types of one-on-one meetings. That you should add to your calender. Let's start with Ten-Tens. Ten-Tens are meant to be weekly or biweekly touch points.…
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