All teams – and customer service teams are no exception – need to step back periodically and think about direction, where they have been and where they are going.
If a team is giving cause for concern, whether subjectively in terms of perception or more objectively in terms of its performance metrics, it may well be that the team is not functioning as well as it could with its existing resources. If there is no shared sense of purpose – no vision, no mission – then it is all too likely that energies are not being properly directed, that inefficiencies are arising and that the team is failing.
Equally, a newly formed team – or a recently restructured one, or a rapidly expanding one – needs to focus first on the bigger picture before it can get down to the job of service delivery.
In situations such as this, a team identity day can be invaluable, helping the team establish a sense of direction, of purpose, of identity.
To check that this is the right programme for you, just give us a call on 01582 463464 and we’ll be happy to talk it through with you – we’re here to help!