Skillset New Zealand Blog

Ideas to help your team develop personally and professionally.
Think small.

Why? Because your team have their regular work to do. If you go for a grand plan to improve your customer service, you could miss out on something even more valuable than the improvements: everyone’s commitment.

It’s far more likely that your team will be committed to customer service if it’s practical for them to make improvements while still doing their everyday work. They’ll be more committed if they can see the momentum building over time.

The stakes are high. A customer service improvement program must succeed. If your team can’t see what’s changed, they’ll be cynical if you try again.

Let’s get specific


Encourage your team to use this checklist...

Will our customers appreciate it? (if not, it’s not a customer service project)

Is it practical to do this project without compromising our regular work too much?

Will it give us quick results?

Will we be able to measure the results? (‘Completed’ could be enough measurement)

Once they’ve finished one project, encourage them to start another. Display a list of their achievements. Momentum builds commitment to do more.

 

About Ralph Brown

ralph brown blog3

Ralph is our founder. He has a background in psychology, television journalism and business.

Ralph's passions are positive psychology and writing. He leads workshops on both and speaks to conferences on the psychology of thriving at work.

Professional Speakers Australia has awarded him its top speaking accreditation, the CSP. He has since been made a life member of Professional Speakers New Zealand.

He has written six books, six e-books and more than a hundred articles on psychology and writing. International research journals have published his articles reviewing the research on resilience.

Ralph lives in rural Canterbury. He is a JP and marriage celebrant and enjoys travelling to French-speaking countries.

Interested in training in business writing?

A business writing workshop will give your team far more than just plain English. They’ll be achieving more clarity in less time. Through their emails and letters, they’ll be building cooperative relationships with their colleagues, customers and community.

Learn more

Interested in training to develop your teams’ resilience?

Discover what top achievers do when the going gets tough.

Learn more