Hosted by Peter McGarahan
Join us as we converse with Mary Cruse, senior support manager for First American, to discuss the components and characteristics of a Star Performing Customer Service team. Learn how to build and grow a team to continuously improve and deliver quality, cost-effective customer-centric services.
- Mapping your scope of services to the required skills sets and ensuring these are properly addressed in your Job Descriptions and Job Ads.
- Creating a robust, blended training program to prepare new team members to be productive and continually develop and grow existing team members.
- Setting performance expectation by creating individual and team metrics, quality monitoring, coaching and continuous improvement.