Ways of working (WoW)
If you follow these ways of working, you are likely to be perceived as providing customer service excellence and this could get your rewarded (e.g. with promotion). Check back often to ensure you're not missing any from the way you work.
- All people (customers, colleagues, suppliers, general public, third party sales / marketing etc.) must be met with an approachable, professional attitude.
- The customer is king / queen. We must try to provide what they require, but charge accordingly for work we do for them.
- Try not to say "no" to a customer. Rather, (if feasible): "I'll find out if that's possible."
- All activities must be triaged (quickly prioritised and assigned) to determine their relative priority in comparison to other activities in the same backlog.
- All activities must be recorded in the central activity management system.
- An activity requester is accountable for ensuring an activity is listed (correctly) in the corporate activity management system, even if they use a Service Desk Analyst to add the record.
- An activity must not be done if it is not recorded in the central activity management system except for priority 1 activities, which may be started in parallel to the activity being added.
- A priority 1 activity must be escalated straight away. This gives the Escalation Manager chance to verify that it is genuinely a priority 1, and to manage communications.
- Work must be done in priority order. Cherry picking the most desirable activities is not permitted.
- If there is any doubt about the requirements or design of an activity, such doubts MUST be checked before effort is wasted. The resolution of doubt should/must be documented.
- If information is required from the requester, this must be made VERY clear.
- If information is required from the requester and the activity is priority 1 or 2, interactive communication methods (e.g. phone, chat, etc.) must be used rather than email.
- Work must be done according to the approved process description.
- If there is no process description, or it is out of date or incorrect, an (updated) process description must be requested from the manager. Work must however continue until the process description is supplied.
- An activity may only be set to "On hold" status when no more work can be done on the activity due to information required from the requester. It must not be set to "On hold" while waiting for a supplier unless the requester agrees for this to be done.
- Every effort must be made to comply with SLA times, however this must NOT be at the expense of customer service excellence except where the customer agrees.
- The requester must be informed when work is completed on an activity.
- Work results should be presented in an appropriately good manner. Consider "handing it to them on a plate".
- If you feel you have provided customer service excellence, remember to ask for feedback using our approved customer satisfaction survey (CSAT) process.
- For teams where cover is required as identified in the team charter, the team lead is accountable for ensuring that cover is provided at all times, including break and lunch times.
- If a requester is keen to see the quick delivery of an activity, they must be pro-actively informed rather than being kept guessing.
- Line Manager and Project Manager(s) must be informed as soon as you know that you are unavailable to work on any activity. This enables the manager to re-assign the activity.
- Rest is important for a number of reasons. You must take your breaks (including lunch).
- If you see someone who is apparently successful are what they do, rather than being jealous, consider learning from their success. They may even be happy to coach you if you ask.
- When you work in a team, always aim to act in a manner which impacts positively on the team, rather than selfishly.
- Some (busy or bad) managers do not state their appreciation for the good work their team does. If they leave you to get on with things, and you feel that you're doing a good job, then consider their attitude as positive. They're very likely to let you know when they're not happy.
- If you are constantly busy on multiple concurrent high priority activities you should seriously consider learning and practising the Pomodoro technique.
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