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
This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.
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?
