By Chris DeVany
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Extra info for 90 days to a high-performance team : a complete problem-solving strategy to help your team thrive in any environment
2. Make sure you have established Customer Service Performance Plans with your team members. Give them clear expectations. 3. What are your customer service standards? Everyone should know them. They should be posted in a common space for everyone to understand and practice. 4. What are your response standards? How quickly do you return phone calls, ship orders, and respond to inquiries? As manager, make sure you are monitoring, managing, and coaching for performance against those clearly established standards.
2. The progress of the team’s work to date is reviewed. 3. Accountabilities are clariﬁed, if necessary. 4. The team reviews technological issues and problems, exchanges information and documents, hardware and software needs of team members, information and document storage and access, e-mail and voice mail problems and additional technology needs, training, and orientation. 5. The team reviews progress regarding the external communication plan and veriﬁes that information is getting to other team members, stakeholders, and champions?
1 RSI Model of Problem Solving 2. Deﬁne a problem as any situation in which there is a gap between your current state and your desired state. This doesn’t imply that your current state is wrong or bad, but simply that there is some other state in which you would rather be. 3. Start solving problems by relating to the world around you. We attend, or pay attention, to what is going on around us. This gives us observations, or data. We try to understand this data using our existing knowledge and beliefs.
90 days to a high-performance team : a complete problem-solving strategy to help your team thrive in any environment by Chris DeVany