99. Team Talent: Resource Directory
by Ukens, Lorraine L., Team-ing with Success, Glen Arm, Maryland
101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
- Copyright
- About This Book
- About Pfeiffer
- Introduction: Getting the Most from This Resource
- Topical Index of Interventions
- One. Awareness
- 1. Collection Inspection: Observation
- 2. Conjecture Lecture: First Impressions
- 3. Information, Please: Observation and Information Gathering
- 4. It’s a Jungle out There: Stereotyping
- 5. Just My Luck: Personal Perspective
- 6. Making Sense of It: Sensory Acuity
- 7. See Saw: Visual Perception
- 8. Stressing the Positive: Workplace Stressors
- 9. What Now?: Perceptual Expectations
- 10. On the Line: Credibility
- 11. Power Up: Assertiveness
- 12. Flex Your Mind: Mental Flexibility
- 13. Keep It Cool: Job Pressure
- 14. Stress Buster: Stress Reduction
- 15. Meltdown: Dealing with Anger
- 16. Plead Your Case: Influencing Change
- Two. Communication
- 17. Blueprints for Success: Verbal Instructions
- 18. From Me to You: Focus on Others
- 19. Negative Ten-dency: Word Usage
- 20. Poker Face: Nonverbal Communication
- 21. Say What You Mean: Concise Verbal Communication
- 22. Seeing Is Believing: Body Language and Culture
- 23. Summary Judgment: Listening
- 24. Tongue-Tying Twisters: Word Enunciation
- 25. Listen Closely: Responsive Listening
- 26. Mind the Message: Communication Processes
- 27. Probing Points: Questioning
- 28. Sound Advice: Voice Quality
- 29. Crossing the Border: International Communication
- 30. E-Service: Electronic Communication
- 31. Attention, Please: Keeping the Customer’s Attention
- 32. Return Policy: Feedback Guidelines
- 33. Six Degrees of Persuasion: Influencing Through Listening
- Three. Planning
- 34. Color Quest: Limited Resources
- 35. Commercial Appeal: Product or Service Offerings
- 36. Flow Motion: Work Process Improvement
- 37. Hardware: Classifying Resources
- 38. Heads and Tails: Optimizing Resources
- 39. Last Straw: Goal Setting and Resources
- 40. On Target: Goal Alignment
- 41. View from the Top: Personal Change Management
- 42. Desk Stress: Organization
- 43. Pass It On: Delegation
- 44. Flag It: File Management
- 45. Just the Fax: Fax Information File
- 46. Library Dues: Development Resources
- 47. Memory Ticklers: Information Recall
- 48. New Kids on the Block: Orientation
- 49. To Do or Not to Do: To-Do Lists
- 50. Setting the Bar: Service Standards
- 51. Tackling Time Wasters: Time Management
- Four. Problem Solving
- 52. Comic Relief: Analyzing Problem Situations
- 53. Dialing Dilemma: Telephone Logic Problem
- 54. It’s All in How You Look at It: Problem Interpretation
- 55. Medical Breakthrough: Logical Problem Analysis
- 56. Miss Interpretation: Problem Interpretation
- 57. Nominally Speaking: Nominal Group Technique
- 58. Role It Out: Situational Role Play
- 59. Sensible Solutions: Alternative Solutions
- 60. Breaking Barriers: Obstacles to Problem Solving
- 61. Creativity Quotient: Self-Assessment
- 62. A CAP-ital Idea: Creative Action Planning
- 63. Feelings Check-In: Conflict Reaction Assessment
- 64. Share to Be Aware: Interdepartmental Problem Solving
- 65. Crash Control: Conflict Management Styles
- 66. Fair Play: Win-Win Negotiation
- 67. Stage Right: Creative Process
- Five. Quality
- 68. Getting the Word Out: Quality Components
- 69. Inconvenience Store: Service Strategies
- 70. Like It or Not: Service Analogies
- 71. Making the Connection: Customer Expectations
- 72. Overcharged and Underrated: Exceeding Expectations
- 73. Picture Perfect: Communicating Quality
- 74. RATER of the Lost Art: Customer Perception of Quality
- 75. Right Approach: Service Attitude
- 76. Service Link: Creative Analysis of Service
- 77. Cream of the Crop: Quality Competencies
- 78. May I Help You?: Telephone Etiquette
- 79. Behind the Scenes: Support Role Recognition
- 80. Getting Down to Business: Customer Comment Cards
- 81. Hit the Heights: Customer Service Week
- 82. Knowledge Is Power: Technical Training
- 83. Concession Stand: Acknowledging Customer Concerns
- 84. Write On: Letters of Complaint
- Six. Teamwork
- 85. Candy Land: Group Decision Making
- 86. In and Out: Internal Customers
- 87. Mind the Details: Individual vs. Team Performance
- 88. On Course: Communication, Reliability, and Trust
- 89. Open Account: Team Environment
- 90. Port of Call: Partnering Strategies
- 91. Seeing STARS: Group Interdependence
- 92. To the Letter: Time-Constrained Team Performance
- 93. A Matter of Trust: Team Member Trust
- 94. Team Checkup: Group Effectiveness
- 95. Bank on It: Peer Recognition
- 96. Get on Board: Peer Feedback
- 97. Rely on Me: Team Trust
- 98. Rivalry or Revelry: Constructive Competition
- 99. Team Talent: Resource Directory
- 100. Confront with Care: Team Conflict Management
- 101. Opposition Position: Constructive Competition
- A. Internal Customer Service
- B. Call Centers
- C. Retail
- D. Sales
- About the Author
- How to Use the CD-ROM
- Pfeiffer Publications Guide
- What will you find on pfeiffer.com?
Teamwork is an important aspect of providing excellent customer service because we often need to rely on others to provide information and problem-solving assistance. By identifying the resources available within your team, you take the first step in creating a strong support network.
Create a team talent directory:
Devise a questionnaire for the team that helps individuals identify their uniqueness and capabilities.
List the names of all the team members along with their talents, skills, and interests.
Keep the book current and add new skills as they develop.
Keep the directory in a prominent location for easy access and consider making copies for distribution to other departments.
Team members should be urged to use the “experts” in the directory to help gather information and solve problems.
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