Program Overview   Home Program Overview How do I get involved? Participants: Class of 2001 Class of 2002 Class of 2003 Class of 2004 Class of 2005 Learning Resources Current Class Dates & Locations Binder Materials   Designing a Team The teams chosen to participate in the Customer Service Institute represent one critical success factor for the CSI. Having teams that are highly motivated, participatory, eager, and who bring new and innovative ideas help make the CSI sessions that much more productive for everyone. Sponsors Each team needs a committed leader back at the department; that leader for the CSI is the Sponsor. The sponsor plays a critical role to the success of the team throughout the Customer Service Institute. Taking the first step, enrolling the team in the Institute, already demonstrates commitment to: Achieving unparalleled customer service excellence within your department Providing professional development opportunities for your staff Offering the necessary resources for your team to be successful at the work area Guiding, coaching, and supporting your team. Sponsors play an active role in the CSI. Sponsors are expected to attend the kickoff session, graduation, and one teaching session ­ workflow analysis. In addition, a sponsor supports the team outside of the Institute by: Meeting with the team regularly to listen to their ideas Helping them initiate appropriate changes, and Giving them feedback about their improvements related to customer service. Sponsor Support Program CSI assists Sponsors by offering the CSI Sponsor support program. CSI Sponsor support program meetings are scheduled three times throughout CSI—one prior to CSI (orientation) and two during the CSI program. These meetings will focus Sponsor attention on strategic efforts necessary for enhancing and sustaining customer service excellence within their department.   Teams To help Sponsors identify those participants within their unit who would most benefit from the program, and whom would add the most value to the program, we have determined seven team criteria to be necessary for success: Comprised of no less than four members and no more than seven members As cross-functional a team as possible Work as a team in the workplace with common goals and projects Members must be able to attend all sessions, missing no more than two if absolutely necessary Complete all necessary pre- and post-work for each session Participate to the fullest extent possible at each session Demonstrate a positive attitude towards learning Contact Us Today! To get more information about the Customer Service Institute, or to find out how you/your department can become a participant in the next CSI, contact the Organizational Development & Learning Center at (203) 432-5660.