Sometimes I create a Team Building Agenda that is good enough to share. Here is a Solution-Focused Customer Service program developed for People Inc.
Images & testimonials from the program.
Objectives:
Customer Service external
- Responding in positive & solution-focused ways to customer concerns & questions
- Development & practice of scripts that can be used with a variety of customers
- Maintaining positive & proactive dialog + relationships with customers
Customer Services internal
- Maintaining positive & beneficial communication with peers
- Techniques & practices to deal with stress
- Techniques & practices to help co-workers deal with stress
Team Building to enhance focus on customer service & care while maintaining People Inc. staff are “The Best There Is!”
Program Agenda
|
Time |
Activity |
|
730-830 |
Mike Cardus arrives and sets up the room |
|
830-900 |
People arrive network & eat & prepare … there will be materials at the table and several objects that will be used through the morning. |
|
900-910 |
Management opens – What is the purpose of today? How is this relevant to the work? How will this be used & followed-up? |
|
910-915 |
Mike Cardus – says hello goes over morning objectives |
|
915-930 Table teams |
Narration of Customer Service: Each table team will have 15-20 image cards and will best asked to use these cards & agree on responses to the following: ‘Today is about customer service. The customer is external (families, community members, people we serve) and internal (co-workers, friends, collaborative agencies). What is working good enough, meaning that we are proud of our success & need to continue to do, with customer service? And what should be our goals for today, with customer service?
|
|
930-940 |
Content Talk – Resistance and Cooperation. How we view others is how we treat them |
|
940-1000 Table Teams |
Activity – Frenzy. Processing & Reflection … small groups of 3 discuss & Flip Chart responses & hang on the wall
|
|
1000-1030 New Table Groups will be developed |
Customer Service Scripted – Share & review 2 or 3 Customer Service Scripts … these will be in the content packets on the tables. Will consist of a step by step process for customer service interactions … we will refine the process as a team.
Identifying 2 Opportunities
|
|
1030-1045 |
BREAK |
|
1045-1115 Teams of 3 people |
Practice & Creation – From the 2 Scenarios described earlier – we practice, each scenario. Process: External Customer Round 1
Process & Reflect… Observer shares & documents on flip-chart paper:
Round 2
Process & Reflect… same as round 1 Process: Internal Customer Round 1
Process & Reflect…. same as round 1 & 2
|
|
1115-1135 |
Share what was learned & ideas for application …
Each team of 6 (5 or 6 teams) will work together to share and identify:
|
|
1135-1155 |
Teams Share their responses and we look for emergent themes … |
|
1155-1200 |
What’s next & how will we continue? |
|
12-1230 |
Mike Cardus cleans up & meets with management staff to recommend next steps |
Possible Next Steps:
- Someone from People Inc. gathers & transcribes the flip-chart notes from the ‘Customer Service Scenarios’ and places them into a shared document. This can serve as a job-aid for managers and staff to continue to refine in the work.
- Someone from People Inc. gathers & transcribes the flip-chart notes from Distinctive: Working Well: 100 day better …. And the Direct Manager chooses 1 to 3 ‘100 day improvements’ to focus on with the staff.
Interested in a Solution-Focused Customer Service Program for your Company & Team? Contact Mike today – phone 1-716-629-3678.
For you Team Building nerds – What do you think of the agenda? What would you have done the same / different?