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FINAL THOUGHTS?

Customer Service Training

1. Mission vision value as driver

2. How to work together as a team

3. How what you do drives YOURS satisfaction

4. Handling conflict with a customer

5. General customer service skills

6. Team building

7. Working with different

generations

Stages of Team Development

Forming

Storming

Norming

PERFORMING

Creating High Performing Teams

1. Establish clear goal and purpose

2. Establish ground rules

3. Provide timely/new information to maintain momentum

4. Make sure people know each other

5. Exploit the power of positive feedback, recognition, and rewards!

Where are we now?

What behaviors have contributed to team success?

What behaviors have gotten in the way of team success?

Current Challenges

Customer Service Training and Building Teamwork

AGENDA

1. Overview of Current Challenges

2. Creating High Performance Teams

3. Stages of Team Development

4. March Customer Service Training Overview

KATE FLOREK - CATALYST HEALTH, LLC

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