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 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 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 handout with your team. The exercises were excerpted from the publication, Yoga at Your Desk.

Banish negativity at work — Replace negative mottos and cartoons on office walls with our motivational mini-posters.

Meeting customer expectations — Read an 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 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 colorful glancer that reps can post in their work areas.