Customer service is a team sport.

How engaged is your workforce in times of crisis? Have you helped them define what success looks like? Have you defined what customer success looks like? In this episode, Dale Shaver, Director of Waukesha County Department of Parks and Land, reveals how his organization’s investment in culture has paid dividends during the uncertainty surrounding COVID 19. While people are feeling anxious and overwhelmed by change, Dale encourages leaders to be empathic, trust your team, and make the best decisions you can.

This episode addresses questions, such as:

  • How can you make decisions when you don’t have all of the information?
  • Why was customer service and employee engagement a priority? How did that help people prepare for the impacts of COVID 19?
  • How can you avoid communication fatigue?

Related Resources

Cascading the Building Blocks of Service Excellence

When we ask our teams to deliver excellent service, it’s important to explain what “excellent service” means for your organization. To build on the explanation and increase the understanding and delivery of service that goes above and beyond, employees benefit from ongoing communication about standards of service.

Analyze the Employee Experience

Sustaining high levels of employee engagement can be achieved by building relationships, affirming the individual's value, removing barriers, and providing development and growth opportunities to employees. Use the following questions to analyze the employee experience for your team.

Boost the Employee Experience

Valued employees are engaged employees. The relationship between an employee and their leader directly impacts employee satisfaction. For 93% of employees, trust in their direct leader is essential to staying satisfied at work and over 50% of employees surveyed say if they aren't satisfied at work, they can't put forth their best effort.

Leader Connection Questions - 9P Online

To build trusting relationships, leaders regularly converse with employees about their work and transparently take action, showing employees they are valued. Studies show employees want to provide input, but don't feel like they are being heard. More than half of employees say their company fails to act on good ideas.



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  • […] This is leadership and it starts at the top. We are just really fortunate to have a chief executive who trusts and empowers his leadership team. He’s created an environment for our staff to provide honest feedback. And that is invaluable at a time like this. – Dale Shaver, Parks and Land Use Director, Waukesha County | EP 68: Focus on the Positive […]

  • […] Without a doubt our organization wouldn’t have been able to make this transition if we hadn’t put a priority of customer service and caring about our employee engagement numbers over the years. – Dale Shaver, Parks and Land Use Director, Waukesha County | EP 68: Focus on the Positive […]

  • […] There are just so many emails, and you can really over communicate I think with volume as opposed to mindful content… Our staff know that they can trust every day that communication is going to come out and it’s going to deliver to them what they need when they need it. – Dale Shaver, Director of Parks and Land Use, Waukesha County | EP 68: Focus on the Positive […]

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