About This Chapter
Customer Service Team Building - Chapter Summary
This chapter includes brief lessons that can help your employees examine the process of group development. Working through this chapter lets employees explore the following topics:
- The stages of group development
- Characteristics of effective teams
- Becoming a cohesive and collaborative group
- Important skills for customer service employees
- Recruiting customer service personnel
- Providing motivation for customer service teams
- Customer service department roles
- Team roles and leadership and collaborative team environments
As your employees go through this chapter, they can learn practical skills that can benefit them as they strive to create a strong customer service group. They can watch each of the corporate training videos during group sessions or individually.
How It Helps
- Identifies essential skills: Employees who go through this chapter have the chance to learn what skills they need in order to be a successful customer service representative.
- Teaches cohesiveness: This chapter helps teach cohesiveness, allowing your employees to work better as a team.
- Inspires hard work: Managers learn effective methods for motivating customer service teams, which positively impact team productivity.
At the end of this chapter, your employees will be able to:
- Identify the five stages of group development
- Explore key characteristics/qualities of effective teams
- Determine what skills are needed by customer service personnel
- Know how to recruit/hire customer service personnel
- Understand what it means to work cohesively
- Examine how managers can motivate customer service teams
- Evaluate common customer service department roles and tasks
- Describe the role and responsibilities of a team leader
- Assess the perceptions and expectations of various group member roles
- Build a collaborative team environment
- Break down the team member roles that are needed for effective group collaboration
1. Customer Service Department: Role & Tasks
A company's customer service department makes a significant impact on the success of the business. In this lesson, we will explore the role and tasks of this important department.
2. What Is a Team Leader? - Description, Role & Responsibilities
Are you interested in becoming a team leader or need to find one for your organization? Read on to learn more about what a team leader is and the various roles and responsibilities that comes with this position.
3. Roles of Group Members: Perceptions, Expectations & Conflict
Groups are made up of people who each have their own perceptions and expectations of the group and its work. If those perceptions and expectations are not met, conflict can arise. In this lesson, we'll identify the types of roles in groups and see the interplay of expectations, perceptions and conflict within a group.
4. Building a Collaborative Team Environment
Collaborative teamwork is essential to business and individual success in today's workplace. In this lesson, you'll learn about different ways to build a team environment that promotes and supports collaboration.
5. Team Member Roles for Effective Group Collaboration
Forming a team for effective collaboration can be a challenging task! This lesson describes various team member roles necessary for effective group collaboration.
6. Stages of Group Development: Forming, Storming, Norming, Performing & Adjourning
Managers must be able to recognize and understand group behavior at its various stages. This lesson explains Tuckman's five stages of group development, including forming, storming, norming, performing and adjourning.
7. Characteristics of Effective Teams: Examples and Qualities
Effective teams can contribute heavily to the success of an organization. This lesson explores the key characteristics that make teams effective in the business world. You'll see an example of each characteristic and learn about underlying, supportive aspects of effectiveness.
8. Essential Skills for Customer Service Personnel
In order to provide customers with a top-notch experience, you must be equipped with an arsenal of certain skills. This lesson identifies four major skills needed to excel in customer service: great listening, clear verbal communication, understanding of human behavior, and empathy.
9. Practical Application: Assessing Candidates' Customer Service Skills
This practical application lesson includes assessment questions you can use to determine if a potential customer service candidate has the requisite skills to be successful on the job.
10. How to Recruit & Hire Customer Service Personnel
One of the most difficult parts of the customer service industry is the recruitment and hiring process. This lesson explains the importance of hiring the right personnel and the recruitment and hiring processes.
11. Becoming a Cohesive Group: Using Team Building to Increase Group Cohesion
Have you ever wondered why some groups seem to work better together than others? In this lesson you will learn what it means to be a cohesive group and how team building activities can be used to increase group cohesion.
12. Strategies for Motivating Customer Service Teams
This lesson will discuss the importance of inspiring and motivating customer service teams in addition to identifying some creative examples for doing so without breaking the bank.
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