101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 40. On Target: Goal Alignment

Goal

To align individual, team, and organizational goals. Participants will identify and compare individual and organizational expectations of the service team.

Time Required

Approximately 45 minutes to 1 hour

Group Size

Subgroups of three to five persons each. This activity is best used within an intact service team.

Materials

• One copy of the On Target Worksheet and a pencil for each participant

• Two newsprint sheets and a felt-tipped marker for the facilitator

• Masking tape for posting newsprint sheets

Process

1. Prior to the session, prepare the two newsprint sheets by placing a heading of Individual on one and Organization on the other. Use masking tape to post the sheets.

2. Introduce the session by stating that common goals help teams function better and that support for those goals comes from aligning individual, team, and organizational expectations.

3. Distribute one copy of the worksheet and a pencil to each participant.

4. Ask the participants to think about the two questions and instruct them to record their responses on the worksheet. Allow approximately 5 to 10 minutes to complete the task.

5. Form subgroups of three to five persons each.

6. Invite group members to share their responses with one another and allow approximately 10 minutes for discussion.

7. Using the two ...