How to Make Teamwork Work: Targeting Team Members' Roles to Get the Best Results : Five 20-minute Self-study Sessions that Build the Skills You Need to Succeed
Dartnell Corporation, 1997 - Business & Economics - 88 pages
Are your customer service reps having trouble with difficult customers? Are you losing customers due to poor service? To ensure that you keep your customers - the dissatisfied ones as well as the loyal ones - give your customer service reps the skills they need to deal with tough customers. The source for all these essential skills? Dartnell's new workbook, HOW TO HANDLE TOUGH CUSTOMERS. It offfers individual learners five 20-minute sessions: * Understanding Tough Customers. * Calming Angry Customers & Solving Problems. * Face-to-Face & on the Phone. * Everybody Makes Mistakes (Can the Customer be Saved?) * Preventing Customer Problems. Each section provides tips, procedures, & real-life examples on how to handle tough customers. Employees will track their own progress with individualized skill-assessment quizzes & retain their new knowledge with built-in learning reinforcement tools.
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Off to a Great Start
Defining Roles and Responsibilities
Recipe for Team Success
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accountability achieve actions Answer to Session assignments avoid behavior Building team trust clarify climate co-workers collaborator commitments communication compliment contributions create credibility critical decision departments destructive conflict discuss employees Encourage expectations feedback focus Gifts Teammate Gifts give ground rules Group dynamics home office ideas identify important improve individual internal customers keep Learn listen members feel mission statement mistakes Never Rarely Sometimes Never Sometimes Number of YES organization peers percent person Plan positive praise problems purpose questions QUICK TIP relationships roles and responsibilities score share information short-term skills someone specific stakeholder Successful teams suggestions supervisors T F A M T H F tackle talk task team goal team leader team meeting team members team needs team player team roles Teammate Gifts Teammate Teams thrive teamwork Total Number understand W T T H workplace YES Answers