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.
Learning objectives
- A draft (or revised) vision and mission statement, sometimes expressed as a ‘Team Charter’.
- An agreed set of next steps.
Expert trainer
Session outline
1. Introductions / scene setting
- Why are we here?
- What do we all want to achieve?
- What will be important to ensure we get the most from the day?
2. Beginning the journey to team identity
- In what way we do we operate as a team now?
- What examples do we have of working well together?
- What are some of our biggest practical challenges in working together?
- Team SWOT analysis
3. Who are our competitors?
- Internal and external? (Depending on context)
- Can they provide a better service than us?
- What are the consequences for us as a team?
4. Team perception
- How are we perceived by the business?
- How are we perceived by our clients / customers / end users?
- How do we see ourselves?
- How do we see ourselves in the future?
5. Added value
- What is added value?
- How can we provide it?
- Are we focusing on the right things?
- Want v need v expect
6. Our team identity
- Who are we and what do we do?
- Why does our team ultimately exist?
- What are we here to deliver?
- Who relies on us?
- Who do we rely on for success?
- What consistencies in delivery must we demonstrate?
7. Our vision for success
- What is a vision?
- Why do we need a vision?
- What is our draft vision statement?
- What is a mission?
- What is our draft mission statement?
8. Review
- What is our team vision?
- Do we have clarity about our team identity and approach?
- What is our team charter?
- What are some of our immediate next steps?
