Customer Service Business Readiness Team Playbook At a glance Communication Style What we do: The three pillars of our team are to:
1 2 3
Train Provide Process & Document Management Ensure Business Readiness
We enable knowledge sharing, process improvement and sustainment of change that supports Enbridge business practices.
Who do we support? We support Customer Service.
Customer Service
Use the Inverted Triangle
Professional & Business Services Ladder
• Start with one introduction sentence This is the headline of the story.
LEVEL 4: You are assigned tasks to support specific business unit objectives with guidance from a more senior person to investigate specific issues or processes.
• Say the most important thing first If the audience stops reading or listening at this point, they already understand the basic message.
LEVEL 5: You work more independently and have greater technical knowledge of business readiness principles to provide a broad range of complex support services and with demonstrated depth of knowledge within a limited scope.
• Answer these questions for your audience: What do I need to know? What do I need to do? What is next and when can I expect it?
LEVEL 6: You are a fully qualified business readiness specialist and independently take on a variety of assignments requiring a broad understanding of Enbridge and expertise on the interrelated effects of business readiness work. You manage time and prioritize work effectively using specialized knowledge of one or more areas.
• Be brief and concise Try a 10x10 approach for email message length.
LEVEL 7: As a fully qualified senior business readiness specialist you provide deep expertise and may directly coordinate the work of a moderate to large team. You have deep senior technical expertise of interrelated effects of CS, business readiness and other areas of Enbridge.
• Talk to people If you cannot communicate succinctly and clear in any other way, go have a real face to face conversation. (And then summarize by email).
Follow the Rules
LEVEL 8: You have significant responsibilities mentoring others in one or more business readiness disciplines, resulting from hands-on expertise, as an individual contributor, supervisor or project leader.
Use the Tools
• Create a project plan For every project, manage and report against your plan. • Create a sound stakeholder engagement plan We are a support group; our stakeholders are our customers. Engage them throughout the project.
We engage with other Enbridge groups to understand the complete picture.
Career Development
• Record, track, communicate, facilitate mitigation of and close issues We might be the only ones doing this work. • Think like an end-user and think like a leader What would you need to know? Now tell them! • Use the tool-kit It leads to a high level of consistent service. The people we support expect this from us.
How do we Interact with Others? • Be fair
• Respect others
• Be thorough
• Back each other up
• Be consistent
• Do our best to work every day
• Be dependable
• Mentor, coach and guide
We strive to...