February 2007
Beginner
400 pages
4h 25m
English
book
101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
by Glen Arm Lorraine L. Ukens Team-ing with Success Maryland
Content preview from 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
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Chapter 40. On Target: Goal Alignment
Goal
To align individual, team, and organizational goals. Participants will identify and compare individual and organizational expectations of the service team.
Time Required
Approximately 45 minutes to 1 hour
Group Size
Subgroups of three to five persons each. This activity is best used within an intact service team.
Materials
One copy of the On Target Worksheet and a pencil for each participant
Two newsprint sheets and a felt-tipped marker for the facilitator
Masking tape for posting newsprint sheets
Process
Prior to the session, prepare the two newsprint sheets by placing a heading of Individual on one and Organization on the other. Use masking tape to post the sheets.
Introduce the session by stating that common goals help teams function better and that support for those goals comes from aligning individual, team, and organizational expectations.
Distribute one copy of the worksheet and a pencil to each participant.
Ask the participants to think about the two questions and instruct them to record their responses on the worksheet. Allow approximately 5 to 10 minutes to complete the task.
Form subgroups of three to five persons each.
Invite group members to share their responses with one another and allow approximately 10 minutes for discussion.
Using the two ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.