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You only get one chance to make a first impression,
so the first day in your new role is vital to give
everyone the right taste for who you are and to get
things off to a great start.
So, here are ten ideas you might want to try, all
guaranteed to make things work best in those very
early days - indeed that very first day!
1. Say Hello to Everyone By making sure you
acknowledge each person as a real individual and
worthy of your personal greeting and introduction,
you will go a long way to being welcomed. Often this
is way underrated. Recognising all in your team, at
whatever level of contribution they make, is critical in
the first moments of your management.
2. Ask Gentle Probing Questions By finding out what's
important, especially on their real lives (we'll come to
the business shortly), you will build instant rapport.
These people need to know you are interested in
them and have the ability to see past pure
productivity in the business.
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I'm often asked "What should our customer service
group be measuring?" Of course, there are many
things you could measure in the customer service
arena, but I tend to think of metrics breaking down
into two specific categories....those that measure
efficiency and those that measure effectiveness. So,
depending on what you are trying to achieve, you
might want to have a stronger focus on one set of
metrics versus another.
If you are trying to impact effectiveness (i.e. your
service quality), you'll want to focus on results
metrics.
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CallCenterCafe.com
email:
staff@callcentercafe.com
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