Development Pipeline: Improving Ziptech's Team Skills
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Ziptech recently observed that its customer service team was not handling customer complaints in a professional manner. Management determined that the team needed training in communication, behavior, and product skills. Using the development pipeline, discuss the methods that can be used to improve the team's skills.
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Solution Summary
This solution uses the development pipeline to discuss methods that can be implemented to improve Ziptech's team skills.
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It is not always true that rout is at the bottom. It actually begins from the top. The entire system may be rout needing improvement from the top to bottom.
Improvement always begins from the top. Why do the employees ignore customers complains? There could be a number of reasons for this kind of attitude.The customers who do not complain do more harm to the organization than those who do. As a satisfied customer is the best advertisement, a displeased customer spreads rumor like a disease to other prospective customers.
The Ziptech should check first the communication channel in its organizational structure.
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The managers may not have right way of handling the issues. Unless, the quality of supervision improves the employees response is unlikely to change. The managers and supervisors are the image of the company. Employees respond to their behavior, attitude and way of handling.
They also expect respect, value, and a human approach.
Ziptech should realize these first and then apply them to its customers.
A successful manager is not only liked but also knows how to supervise the employees. The managers must communicate to the staff what is expected of them, how they should perform by setting their own examples, extending their helping hand if and when needed. They must provide feedback, evaluate the performances of the employees, suggest the areas of weakness and how to improve and overcome their shortcomings. They ...
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