Customer Service Management Training 101 THE REAL WORLD Practice Lesson legan ma

Question

Customer Service Management Training 101 THE REAL WORLD Practice Lesson legan manages a team of ten service representatives who handle billing in- qtres for an electric utility company, She has worked hard to build her group of employees into a cohesive team. Yesterday her boss told her that another manager will be on loan to a different department indefinitely and, during this time, Megan will take over responsibility for three of that manager's employees. Megan was disturbed by the news because this manager has not done anything to develop her employees into a united team; therefore, Megan is concerned that bringing these employees, all of whom have negative attitudes, into her work- group is going to cause her team to backslide Today, when she held a team meeting to share the news and ask for their cooperation, she was not too surprised by the responses. "You've got to be kid- ding. Of all the employees, we had to get the three worst?" "I'll tell you right now, I cannot work with Janet. She has the worst attitude and just the other day she told me off" The same thing happened to me. She yelled at me about the way I handled a customer."And have you heard how she talks to customers? I can't believe her manager lets her get away with that He's no better."The team continued to complain as they left the meeting. Megan knows she has her work cut out for her Help Megan build her new team back to the cohesive stage. Begin at the communication stage. What are some things Megan can do to foster

Explanation / Answer

To form a cohesive team the first and foremost part is having open conversations with everyone in the team about the way they work and the expectation from them. When managers share thee issues and solutions openly the communication channels are developed. It is vital that Megan listens to the team about the problems and how they can jointly overcome the same. Having an open communication mechanism within the team ensures trust and as seen in the case, it can sometimes become difficult for a new member to the accepted to the group initially. The three new members may be not the best in terms of the work ethics or the way they interact with others but they are also part of the team now and so they also have the same rights as others.

Megan should talk to the new team members openly about some incidents which others have highlighted to her and ensure that such issues are not repeated. The root cause of such problems needs to be found out and they should be eradicated.

To ensure the team is build upon properly, Megan needs to do the following:

In case the team building activities fail, Megan can speak individually to the new members about what they are finding difficult to get in sync with the team and whether any support or help can be provided. She can also point out and highlight the issues which others might be facing to ensure they are aware of the problems and help In reducing the same.

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