Chapter 99. Team Talent: Resource Directory
Leader
Teamwork is an important aspect of providing excellent customer service because we often need to rely on others to provide information and problem-solving assistance. By identifying the resources available within your team, you take the first step in creating a strong support network.
Action
Create a team talent directory:
Devise a questionnaire for the team that helps individuals identify their uniqueness and capabilities.
List the names of all the team members along with their talents, skills, and interests.
Keep the book current and add new skills as they develop.
Keep the directory in a prominent location for easy access and consider making copies for distribution to other departments.
Team members should be urged to use the “experts” in the directory to help gather information and solve problems.
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