Good customer service sometimes means we need to rely on the expertise of others or to get help with the workload. Some examples of when to delegate include when a client is transitioned into a customer service support role or when someone else needs to follow up on a customer complaint. No matter why we have to do it, delegating requires us to use a flexible yet structured approach.
Directions: Take the following survey to find out how good of a delegator you are currently, while taking note of the ways in which you can improve for the future.
YES | NO | |
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| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
| ______ | ______ |
_____________________________________ | _____________________________________ |
_____________________________________ | _____________________________________ |
After the questionnaires have been completed, form small groups to discuss some of the improvement areas that were identified by individuals. Conduct a large group discussion regarding specific actions that can be taken in the work environment to facilitate employees’ ability to delegate.
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