There is a relationship between the Customer Care/Service process and the way that teams work - both within a team and between teams and other stakeholders of the work that the team is carrying out.

The common elements are key communication skills how they are applied in relation to the values used by the business (both business and less formal cultural values).  The Business values are defined by the high-level management of a business and will usually be contained within the policy to customers within Customer Care, and within teams they will usually reside within the process documentation (how and why something is done).

The Cultural values are less well defined and exist in a number of ways.  In some organisations there is a strong ethic of how things are done.  There may well be two or more cultures within existence within an organisation (typically being a formal one from 'The Management' and an informal (or less formal) one which is projected from the softer elements within the organisation such as HR).

To be continued...

See also Measuring Success...

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