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China Mobile Online (Foshan) Team Management: Motivate People and Satisfaction Increase

2018-04-17 10:32:20 Author: Source:CTI ForumComment:0  Click:


Recently, the group B squad leaders in the "big fight" campaign took the lead in organizing a seminar. The theme of the conference was "mobilizing people's enthusiasm and boosting satisfaction." There will be senior team leaders Jun Jun, Bo Bo, Mei Xiang, and the new agent monitor Xiao Mei. They have brainstormed and discussed the following topics:
The first topic: how does the squad leader take over the squad and how to lead the team to work?
The key word is “finding a helper”, giving full play to the appeal of the backbone members in the original team; assigning the work to the backbone team members and fully empowering them to assist the team work; more importantly, finding the key team members responsible for the atmosphere of the team. .
The second topic: What should be done when the goals set with the team members cannot be completed?
The key word is “constantly consistent”. After the monitor and team members jointly set an improvement measure or target value, they need to agree with the team member on the time of the next joint inspection result and do a closed-loop tracking; during this time, the monitor needs to do Data monitoring, timely reminding the progress of the target; the whole process of the process needs to understand the difficulties encountered by the personnel in the implementation process, and the monitor shall promptly intervene to discuss solutions. The whole process requires the monitor and team members to "perform each other" and cooperate with each other.
The third topic: How to give guidelines when the team members are vacant?
The key word is “positive guidance”. When customer service work inevitably leads to emotional instability and whereabouts to follow, personal emotional fluctuations will also affect the team. At this time, the squad leader needs to actively intervene and play the role of the squad leader. Such as: inform people in the selection period is the most painful and most sad, this time we need to end our painful period as soon as possible, you can find key figures at home together to discuss how to make a decision, do not hesitate to regret after making a decision, In addition to our work, we need to do this. In our daily life, we also need to do this, so that our lives can be a bit more happy; we must be a responsible person, and our own circumstances must not affect others. We must show our beautiful side to the team and every Colleagues and so on.
The fourth topic: How to do good care?
The keyword is "ubiquitous". It insists on daily one-on-one communication. The communication methods are diversified. WeChat, RTX, SMS, and phone can be used face-to-face. The topics can be business, data, life, etc., must be concerned about the effect of the group members; at any time concerned about the mental state of the personnel, data status, abnormalities need to directly understand and give help; anytime, anywhere can be praised for encouragement, Give affirmation to the method.
The fifth topic: How to increase the satisfaction of "potential shares" employees?
The key word is “you can do it”. The monitor can listen to unsatisfactory recordings first, mark the types of recording questions (personal questions, business rules, user questions), and give targeted guidance on different issues; monitor and team members. To reach a consensus: Satisfaction is mainly based on the user's perception as a criterion, and is not judged by the business's right or wrong. Therefore, the user's perception should be the first priority. You can find out in advance the skills of some of the best people with the same problem, and then go with the team members to listen to excellent recordings to achieve a better way to deal with it later; jointly set a guaranteed value, as long as the team member's data reaches the guaranteed value, then You can leave without doing promotion, etc.
Through this seminar, we concluded that effective measures were taken to improve the satisfaction of personnel management in different situations. Your team leaders all benefited greatly. I hope that Group B will achieve good results in this major battle.
 
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