⏰  1h weekly or bi-weekly

?‍?‍?  Both customer-facing AND non-customer facing team members should attend this meeting

 

Job to be done: Improve customer-orientation in the team 

 

How to do it: As a team you get together and reflect on the past weeks/2 weeks high- and low lights of interactions with your customers by answering the question: What were your personal highlights and lowlights with customers? Listen and learn from each others experiences.

In order to help the team learn and understand on how to improve customer interactions, it’s important to facilitate reflection using a technique called root cause analysis and apply it on failed customer interactions (more infos on that here).

 

Pro Tip: Combine you customer hour with lunch and order food for the team. This way it feels less formal and it’s a great team bonding activity.

 

“If we don’t take care of our customers, someone else will.”

 

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Read more: Root cause analysis

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