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CSIA FOCUS
Team Leaders – the “unsung heroes” While there’s no doubt a highly functioning team can achieve first-class customer service, it’s those proactive and effective team leaders working hard behind the scenes who really deserve the accolades, writes CSIA Certified Practitioner and Virtual CX Director Andrew Carlton.
As we slowly emerge from the COVID-19 fog and get back into some sense of a ‘new normal’, it provides an opportunity to reflect on some of the amazing things that organisations have done to improve customer experience. But how have they actually got stuff done? I reckon that it’s time to call out the team leaders who I see time and time again as the ones who pull everything together and make it now Book work. Here are some of the common characteristics of great team leaders.
They understand the business Great team leaders are acutely aware of how each cog turns within the organisation and how they relate to each other. They understand howWhen: customer service can impact October 22, 2020 from 6pm the business overall, how decisions can - registration detailsmade coming soon impact other business units, and can find innovative ways to work with other departments to improve the business. Take Jaime, for example, her aged care Non
