#2 Posted: 12 Aug 2009 09:13
Congrats on the appointment!
Here's one that I like to do on a somewhat regular basis. Mid-morning on Mondays, once a month or so, I'll pull the team together and ask about their weekend activities. Inevitably, someone had a bad customer service experience. We will then take that episode and parse it...talk about everything that happened, the sequence of events, the feelings expressed, the stated positions of the Victim and of the Offender, the outcomes, and what WE would have done (whether victim or offender), and what we WILL do should a similar predicament surface in our organization.
It's cheap (read: free), it's relevant, and it keeps customer focus front and center for the team.