Trident1POS Customer Service

Customer Support Health

Owned by Karen Pollard (Unlicensed), created
Nov 23, 2020
2 min read

Use the service team health monitor template to keep track of your service team's health. Keep this template in your team space and if there are any areas that you're not confident are green, dive into the plays to get back on track. For detailed facilitation instructions go to health monitor for service teams.

 

Service team

 

Service team

 

Sponsor

 

Health monitor cadence

 

 

Team health assessment

With your team, read the definition of each attribute of healthy, high-performing teams out loud. On the count of three have each person rate how they feel the team is doing compared to each definition (thumbs-up/green, thumbs-sideways/yellow, thumbs-down/red). Record the results of each attribute rating in the table. Color each cell using the following color key: HEALTHY = "We're strong here", BIT SICK = "We're ok... but a little shaky", SICK = "We're not healthy".

Area

Nov 23, 2020

Area

Nov 23, 2020

Team leadership


There is a team lead responsible for team performance, communication, defining process ownership and advocating for service improvements both inside and outside of the team.

 

 

Balanced team


You have the right specialist skills and experience with an even distribution of work. The team is empowered to make decisions or escalate where appropriate, and individual service excellence is recognized.

 

 

Service mandate


The scope of services offered by the team are defined and documented with clear success metrics that are communicated and agreed upon with key stakeholders.

 

 

Service levels


Service levels for the teams' service mandate are defined and visible to key stakeholders. There is a queue management, categorization, prioritization and escalation processes in place to meet service level agreements.

 

 

Customer centricity


Team members are skilled at understanding, empathizing and resolving requests with an effective customer feedback loop in place that drives improvements and builds trust to improve service offerings.

 

 

Tools and processes


The team has the necessary tools to deliver on the service mandate. Processes, including those that operationalize new services, are well documented and have defined workflows and owners.

 

 

Effective partnerships


Vendors and partners are known, key contracts and relationships are documented with operational level agreements established.

 

 

Reporting and analytics


The team captures feedback, key performance indicators are realistic, valuable and reporting is accessible.

 

 

 

 

Focus areas

Ask your team to collectively come up with one attribute you want to focus on. Then, call out ways to move the SICK or BIT SICK toward HEALTHY. Make sure they are actionable, specific, and measurable.

Date

Focus areas and action items

Date

Focus areas and action items

 

 

 

 

Next steps

Consider running the plays in suggested in Step 2 of the facilitation instructions. Consider running the plays in suggested in BIT SICK and SICK attribute areas. Don't treat these as prescriptions! You know your team better than anyone, so check them out, explore other plays, and do what you think is best.

Trident1POS Customer Service