EQ Way of Customer Care

Synopsis

Cooperative and dynamic teamwork is essential for organisations to achieve service excellence. Teambuilding is more than just the rah-rah of excitement and morale boosters. It is the holistic approach to an organisation's effectiveness for shared objectives. This effectiveness is obtained through the instructional structuring of theme-based experiential activities and challenges that lead teams from their existing state to the desired state to attain service quality.

The main objective of the program is to instill in the participants the importance of working together in teams to achieve service excellence. This workshop gives you the skills you need to communicate service excellence, gain respect and enhance working relationships with internal customers. Through the interactive training process and activities, the participants will identify the desirable behaviours that can bring about a workplace that encourage teamwork for positive moment of truth.

'People acting together as a group can accomplish things no individual acting alone could ever hope to bring about'

Franklin D. Roosevelt

Course Objective

• Understand why we need to work together as a team to achieve the shared goals
• Identify your responsibilities as a team member to bring a 'win-win' mindset for greater synergy and positive moment of truth
• Deal with specific common and difficult situations concerning inter-level and inter- departmental teamwork in delivering service excellence
• Communicate effectively to build an atmosphere of mutual trust and commitment
• Create and foster a climate within the workgroup that identifies customer service excellence to be a top priority

Course Outline

Together Everyone Achieves More For Service Excellence

• Benefits of teamwork for the Individual, the Team and the Organisation
• Building team identity and commitment : we have different functions and responsibilities, but operate with shared objectives and one level of customer-centric attitude
• Understand and examine my behaviour in relation to others using 'Life Positions'
• Develop a checklist for team effectiveness : Goals, Roles, Process and People Factor in the service chain

Ways to develop Team Effectiveness for Service Excellence

• Recognising the silos and behaviours that prevent individuals from working cohesively and acknowledging their roles in the service chain
• Games' that people play that limit productivity and prevent team members from enjoying authentic encounters
• Discovering ways to strengthen teamwork with the customer first mindset
• Adopting a systematic 'win-win' view of delivering high quality in the service chain
• Build relational capital between team members that forms the basis for influence through relationship Walking the Service Excellence Journey Hand-In-Hand
• 'Growing' the team to achieve shared service goals
• Reshaping and recommitting - connecting and bridging what you have discovered to workplace applications

Methodology

The training is delivered in a high energy and experiential format. Participation in an activity becomes the basis for each individual's learning. The activities are followed by a short debrief, including group discussion, key learning points, and applications to individual and team performance.