Care Manager Interview

Question 1

What process did you use to ensure you understand the goals that were set in your department or company last year?

Answer 1

Active Communication: Engaged with team and stakeholders, attended meetings, stayed informed on objectives.
Clarification & Documentation: Clarified goals with supervisors, documented outcomes, timelines, and KPIs.
Updates & Feedback: Provided progress updates, sought feedback, discussed challenges.
Monitoring & Measurement: Tracked key metrics (satisfaction, response times), identified improvement areas.
Collaboration: Worked with cross-functional teams, attended interdepartmental meetings, aligned on goals.
Ensured understanding, prioritized tasks, contributed to achieving goals.

Question 2

When have you adapted your style in order to work effectively with someone on your team that was different from you.

Answer 2

Situation:
Team project at work.
Teammate had a very different working style (detail-oriented and methodical).
Task:

Needed to collaborate effectively to complete a high-stakes project.
Action:
Meet and discuss, ID strengths and weaknesses
Adjusted my fast-paced approach to accommodate their detailed style.
Scheduled regular check-ins to align on progress and clarify expectations.
Used detailed documentation to ensure clarity and precision.
Result:

Improved collaboration led to a high-quality project delivered on time.
Fostered a stronger working relationship and mutual respect.
Be open minded to tweaking and adapting your approach to match their style. You never know what new tools or ways of working you could learn
By creating a safe and open space for dialogue, we were able to address any challenges or misunderstandings promptly and find mutually agreeable solutions.

Question 3

Having difficult conversations

Answer 3

Don’t get caught up in the gossip.
Go straight to the employee to open up a conversation. Approach it with an open mind and eagerness to understand where they are coming from.
Show empathy - empathy does not equal to acceptance.
But putting yourself in their shoes and expressing and understanding of their situation will help them open up more.

Determine how you can move forward positively - establishing what if theres something we can do from both sides
Draw up key points of the conversation in writing and follow up appropriately. Whether it be from my side (e.g. promise to seek info/training) or from the employee. Or simply just to give them more time to digest the info and meet up a second time to discuss it

Having uncomfortable conversation can be challenging, but having these tough talks ultimately leads to growth on your team. By approaching sensitive subjects with empathy and care, you can make a difficult discussion productive, and come to a positive outcome.

Question 4

How would you like your team to feel about their jobs?

Answer 4

heard and valued members of the team
They are inspired to innovate and excel,
they are trusted to perform and they enjoy rising to the occasion.
Their skills contribute to the success of the organization

Question 5

What is your mgmt style?

Answer 5

I believe in involving my team in decision-making processes, encouraging their input, and taking their ideas into account.

Situation:

Managing a diverse team on a critical project with tight deadlines.
Task:

Ensure team collaboration, productivity, and motivation to achieve project goals.
Action:

Involved the team in decision-making, encouraging input and ideas.
Set clear goals and expectations for everyone.
Provided necessary support and direction by assessing team needs.
Adapted management approach based on different situations to meet team and business needs.
Result:

Created a collaborative and positive work environment.
Team felt motivated and empowered, leading to high productivity.
Overall, my management style is aimed at creating a collaborative, productive, and positive work environment where everyone can thrive and contribute to the success of the company.

Question 6

STAR Coaching/Feedback/Criticism Deliver feedback to an agent

Answer 6

Situation:

One of our agents’ case notes were not up to standard.
Multiple occasions where the case was managed incorrectly.
Task:

Needed to address the issue to improve the agent’s performance and overall case management.
Action:

Met with the agent 1:1 to discuss the concerns.
Brought specific examples to illustrate the issues.
Got the agent’s feedback to understand his perspective.
Identified gaps in his knowledge of standard operating procedures and quality expectations.
Provided knowledge base articles with clearly written standards.
Shared examples of good case notes and templates.
Explained the importance of accurate notes to prevent cases from being returned by other agents.
Result:

The agent appreciated the feedback and assistance.
Improved understanding and adherence to standard procedures.
Enhanced quality of case notes, leading to smoother case management.

Follow-Up Result:

Regularly checked in with the agent over the next few weeks to offer further support.
Noted a significant improvement in the quality of his case notes and overall case management.
This proactive approach led to a reduction in case rework and increased overall team efficiency.

Question 7

How to deliver critisism?

Answer 7

When delivering criticism, my intention is always to help the person grow and improve.

By approaching the conversation with understanding, empathy and respect, you can help ensure a positive outcome.

I typically start by asking the person for their perspective and listen actively to what they have to say. Give them the opportunity and respect to explain their thoughts.

I’ll proceed by doing the kiss/slap/kiss method

1. Start Positive and highlight their strengths personal to them.
2. Describing the specific behavior or action that needs improvement (avoid general statements) and include the why
3. From there, I’ll offer suggestions for improvement and work collaboratively with the person to come up with a plan of action. Show that you are invested in helping the person succeed. What can I do to help?

I believe that it’s important to end the conversation on a positive note and to express confidence in the person’s ability to improve.

Question 8

Why Do You Want This Role?

Answer 8

Leverage my Experience in Customer Care:

4 years in customer care, progressed from agent to senior specialist.
Skilled in coaching, training, and leading teams.
Adaptability to Change:

Managed rapid growth and international expansion.
Developed workflows and collaborated across departments.

Alignment with Toast’s Vision:

Resilient, motivated, and customer-focused.
Believes in open communication and team involvement.
Opportunity for Impact:

Overseeing international customer journeys.
Creating effective support guidelines with cross-functional teams.
Personal Growth:

Career advancement in a dynamic environment.
Excited to take on new challenges and responsibilities.

Question 9

STAR of improving processes (Kahoot)

Answer 9

Situation:

New hires were receiving inconsistent answers from different agents, indicating a lack of alignment within the team.
Team morale was low, partly due to the lack of fun activities.

Task:
Needed to standardize information provided to new hires and boost team morale.

Action:
Created a proposal for a Kahoot quiz to present to my manager.
Designed the quiz to serve as a fun method for learning and standardizing information.
Allowed agents to participate in the quiz in their own time to avoid disrupting phone lines.
Trialed the quiz with new hires who responded positively, enjoying the competition and finding it helpful for retaining information and understanding subtleties of the process.
Planned to release an Excel sheet with quiz answers and linked references for their future use.
Result:

New hires were more engaged and found the quiz to be a fun and effective way of learning.
The trial indicated that the approach could successfully standardize information across the team.
Anticipated improved consistency in answers provided by agents and a boost in team morale once fully implemented.

Question 10

STAR collab with other teams (email marketing)

Answer 10

Situation:

The Email marketing module was new, and the product team was unaware of the issues customers were facing.
Task:

Needed to provide the product team with insights into customer issues and feature requests to help improve the product.
Action:

Pulled customer care tickets to gather the voice of the customer, highlighting recurring issues and feature requests. Prioritized the issues and feature requests based on frequency and customer demand.

Initiated and maintained a recurring monthly meeting with the product team to discuss these insights.
Collaborated with the product team to prioritize improvements based on customer feedback.
Identified areas where the support team lacked enablement and created a document detailing frequent issues and their resolutions.
Submitted this document to the enablement team, who published it as an article for support use.

Result:
Engineers were able to make appropriate changes to the product based on customer feedback.
The support team was better enabled to handle issues, leading to improved customer service.
Enhanced communication and collaboration between the customer care and product teams, leading to continuous product improvements.

Question 11

STAR onboarding

Answer 11

Situation:

New agents were shadowed by tenured agents during their first calls, but the process was inconsistent. Some tenured agents only did call shadowing, and others provided varying levels of information.
This inconsistency meant new agents received different quality and amounts of information, requiring additional follow-up training.
Task:

Standardize the shadowing and training process to ensure all new agents received the same information and quality of guidance.
Action:

Created a set of slides like a manual to standardize the shadowing procedure.
Defined clear expectations for both tenured agents and new hires.
Developed a checklist of information to cover during shadowing sessions.
Result:

Both tenured agents and new hires knew exactly what was expected during the shadowing process.
The checklist ensured all new agents were equipped with the same information, tips, and tools.
Streamlined the process for training other tenured agents to start shadowing new hires, enhancing overall training efficiency.

Question 12

STAR technical troubleshooting

Answer 12

Situation:

A customer who had been with Toast for only three weeks was receiving an average of five complaints a week about overcharging guests, leading to negative comments on Facebook.
Despite multiple interactions with Toast support, the issue remained unresolved, and the customer was ready to churn.
Task:

Resolve the overcharging issue to retain the customer and restore her trust in the service.
Action:

Listened to her concerns empathetically and offered to help resolve the issue, despite her initial hesitation.
I requested examples and times that it happened to understand it further. With these examples I was able to investigate to common root cause.
Discovered that incremental pre-auth was turned on, causing multiple pending charges to appear on guests’ cards whenever additional items were added to their bills.
Investigated further and requested the engineering team to disable the incremental pre-auth feature.
Explained to the customer that turning off incremental pre-auth would lead to regular pre-auth, with the increased risk of denied charges due to insufficient funds.
Result:

Guests at the restaurant no longer saw multiple pending charges, eliminating the overcharging complaints.
The customer was extremely grateful for resolving the issue and praised my understanding and problem-solving skills.
The customer continued to use Toast and would specifically ask for my assistance during subsequent calls, indicating a restored trust and satisfaction with the service.

Question 13

What steps do you take when you encounter a new technical issue that you haven’t seen before?

Answer 13

When faced with a new technical issue, I follow a structured approach: first, I gather as much information as possible from the customer. Then, I try to replicate the issue in a controlled environment to understand its scope. I research the problem using internal documentation and knowledge bases, and if needed, escalate it to the engineering team with detailed logs and findings. Throughout this process, I keep the customer informed about the progress

Question 14

STAR different coaching styles

Answer 14

Situation:

While training different agents, I recognized that people have different ways of learning and being taught.
Task:

Adapt my training approach to meet the individual learning needs of each agent to enhance their training experience and effectiveness.
Action:

Started each training session by discussing my usual methods and inviting feedback from the agents on what works and doesn’t work for them.
Offered flexibility in training, providing either more guidance or greater independence based on the agent’s preference for the initial calls.
Gradually weaned agents off the guidance as they became more confident.
Regularly checked in with agents to identify areas where they struggled and to determine their preferred learning style (reading vs. hands-on practicals).
Collaborated with agents to develop a tailored training plan that best suited their needs.
Result:

Created an environment of open communication and trust.
Agents were more engaged and felt supported during their training.
Improved overall training effectiveness and agent satisfaction, leading to better performance on the job.
Feedback from agents indicated a high level of satisfaction with the training process, and performance metrics showed a reduction in training time and improved proficiency.

Question 15

STAR Specialist knowledge and training

Answer 15

Situation:
In my role as a senior customer care specialist, I noticed that new hires were consistently struggling with issues related to cash drawers and shift reviews. These topics were not thoroughly covered in the initial training program, leading to frequent errors and a significant amount of additional support required from more experienced agents.

Task:
Recognizing the need for a more effective training approach, I aimed to enable the team to handle these issues independently. My goal was to create resources that would help new hires quickly learn and troubleshoot these problems on their own, reducing the ongoing demand for one-on-one assistance.

Action:
Leveraging my extensive experience and self-taught knowledge, I used the Scribe app to create comprehensive tutorials. These tutorials included step-by-step instructions and screenshots, detailing common issues with cash drawers and shift reviews, along with their troubleshooting procedures. I ensured that the tutorials were easy to follow and addressed the specific pain points that new hires were encountering. After creating the tutorials, I organized a session to introduce these resources to the team and made them readily accessible for future reference.

Result:
The implementation of these tutorials had a profound impact on the team’s efficiency and competence. New hires quickly adapted to resolving cash drawer and shift review issues on their own, significantly reducing the need for repeated, individualized training sessions. The team as a whole became more self-sufficient, and the overall quality of customer support improved. This initiative not only saved time but also empowered the new agents, fostering a more knowledgeable and confident team. Ultimately, this led to enhanced customer satisfaction and a more streamlined support process.

Question 16

STAR how to ID people for different roles

Answer 16

Situation:
the identification and placement of team members into roles that best suited their strengths and career aspirations.

Task:
My task was to ensure that each team member was placed in a role where they could excel and contribute effectively to the team’s success while also feeling fulfilled and challenged.

Action:

1. Observing Performance:

For example, I noted who excelled in customer interactions, who was adept at technical troubleshooting, and who showed strong leadership qualities.

2. Conducting One-on-One Meetings:

understand their interests, strengths, and career goals. This helped me gain insights into what roles they aspired to and where they felt they could contribute most effectively.

3. Assessing Skills and Competencies:

KPI and feedback from customers and peers to assess each team member’s skills and competencies. For instance, those who consistently received high customer satisfaction scores were considered for roles that involved more direct customer interaction.

4. Providing Development Opportunities:

I provided opportunities for team members to take on different responsibilities. For example, I encouraged someone with a knack for training to lead a few onboarding sessions and another who was interested in process improvement to help develop new workflows.

5. Encouraging Feedback and Collaboration:

I fostered an environment where team members felt comfortable providing feedback and collaborating on projects. This collaborative atmosphere helped highlight individuals’ strengths and areas where they could lead or support the team more effectively.

Result:
Through these actions, I was able to identify and place team members into roles that leveraged their strengths and aligned with their career aspirations.

For example, a team member who excelled in customer satisfaction was promoted to a customer success role, while another with strong analytical skills was moved into a role focusing on process improvement. This strategic placement not only improved team morale and productivity but also enhanced our overall service delivery and customer satisfaction.

Question 17

How do you manage tenured team members who are resistant to change?

Answer 17

Situation:
During our company’s expansion into international markets, we implemented several new processes and workflows. Some tenured team members were resistant to these changes, feeling uncertain and uncomfortable with the new directions.

Task:
My task was to manage these changes effectively and ensure that all team members, especially the tenured ones, were on board and engaged with the new processes.

Action:

Open Communication:

I maintained open lines of communication, explaining the reasons behind the changes and how they aligned with the company’s goals. I emphasized the benefits of the changes for both the team and our customers.

Involving Team Members:

I actively involved tenured team members in the change process by inviting them to participate in planning and decision-making meetings. This involvement helped them feel valued and part of the journey rather than feeling that changes were being imposed on them.

Providing Support and Resources:

I ensured they had access to the necessary training and resources to adapt to the new processes. I also offered additional one-on-one coaching sessions to address their specific concerns and questions.

Highlighting Success Stories:

I shared success stories and positive outcomes resulting from the changes, showcasing how the new processes had improved efficiency and customer satisfaction. This helped build trust and demonstrate the tangible benefits of the changes.

Acknowledging Concerns:

I acknowledged their concerns and feedback, showing that I understood their perspective. I worked with them to find solutions to any challenges they faced, reinforcing that their input was valuable.

Result:
By implementing these strategies, I was able to reduce resistance and increase acceptance among tenured team members. They began to see the value in the new processes and became more engaged and cooperative. This led to smoother transitions, improved team morale, and enhanced overall performance.

Question 18

Can you provide an example of how you navigated ambiguity and complexity in your previous role?

Answer 18

Situation:
rapid growth and international expansion into the Irish, UK, and Canadian markets. This expansion brought about significant changes and introduced ambiguity and complexity in our processes and workflows.

Task:
My task was to help the team adapt to these changes, ensure smooth operations, and maintain high levels of team morale and customer satisfaction despite the uncertainties and challenges that came with the expansion.

Action:

Creating Structure:

Creating structured workflows to address the new processes. For instance, billing changes/contacting sales all of these are different to the US process that we were used to. I identified this gap in training and took proactive steps to write out the process and share it with team.

Developing Training Materials:

Create detailed tutorials, this provided the team with clear and accessible resources to refer to, reducing their dependence on ad-hoc support.

Engaging in Cross-Collaboration:

I actively participated in cross-collaboration meetings with engineering and enablement teams to develop efficient processes. This collaboration was crucial in understanding and mitigating risks associated with the new workflows.

Open Communication and Feedback:
I maintained open communication with the team, encouraging feedback and ensuring their voices were heard. This involved holding regular meetings to discuss concerns, share updates, and make necessary adjustments based on their input.

Empowering the Team:
I empowered team members by involving them in developing workflows and decision-making processes. By giving them responsibilities and valuing their input, I helped them feel more invested in the changes, which eased the transition.

Risk Evaluation and Mitigation:
To evaluate and mitigate risks, I implemented a system for tracking common issues and their resolutions. This allowed us to identify patterns, anticipate potential problems, and develop preventive measures.

Result:
These actions significantly reduced ambiguity and complexity within the team. The structured workflows and training materials improved the team’s efficiency and confidence in handling new challenges. The open communication and collaborative approach fostered a supportive environment, enabling us to navigate the changes effectively. Ultimately, this led to increased customer satisfaction and a more resilient team capable of adapting to future changes.

Key Points to Highlight:
Creating Structure: Developing structured workflows and training materials to address new processes.
Cross-Collaboration: Working with other departments to create efficient processes and mitigate risks.
Open Communication: Encouraging feedback and maintaining open lines of communication.
Empowering the Team: Involving team members in decision-making and valuing their input.
Risk Evaluation: Tracking and mitigating potential risks to ensure smooth operations.

This example showcases your ability to navigate ambiguity and complexity, highlighting your flexibility, curiosity, and problem-solving skills, which are essential for the Customer Care Manager role at Toast Inc.

Question 19

Tell me about a time you had to work with conflicting, delayed, or ambiguous information. What did you do to make the most of the situation?

Answer 19

Situation:
Any Toast outage, being in after hours we are often the first team to receive the reports.

crucial information about the system’s capabilities was delayed, making it difficult to provide accurate support to our customers.

Task:
My task was to ensure that our customer care team could still provide high-quality support despite the conflicting and delayed information.

I needed to clarify the discrepancies, gather the necessary information, and develop a clear action plan for my team.

Action:

Gathering Information with open communication:
Gather as much info from agents and senior leadership about the issue. identify the root cause of the discrepancies and gather the most accurate information available at that time.

Clarifying Ambiguities:
I documented the points of conflict and sought clarification on each from the relevant teams.

This involved asking detailed questions and requesting real-time demonstrations of the new system’s functionalities to better understand its capabilities.

Developing Interim Guidelines:
While waiting for the delayed information, I created interim guidelines for my team based on the consolidated and clarified information. I ensured these guidelines were flexible enough to adapt as more information became available.

Continuous Communication:
I kept an open line of communication with both the engineering and enablement teams to receive updates on the delayed information. I also held regular briefings with my team to keep them informed of any new developments and to address any questions or concerns they had.

Feedback and Adjustment:
I encouraged my team to provide feedback on the interim guidelines and report any issues they encountered. This feedback was crucial in making real-time adjustments and ensuring that our support processes remained effective and customer-centric.

Result:
By taking these actions, I was able to reduce the confusion and uncertainty caused by the conflicting and delayed information. The interim guidelines provided my team with a clear direction, allowing them to continue delivering high-quality support.

Once the delayed information was received, we seamlessly integrated it into our processes, further enhancing our efficiency and customer satisfaction. This proactive and collaborative approach not only improved our immediate response but also strengthened inter-departmental communication and cooperation for future projects.

Question 20

STAR - Coaching someone on your team to speak from the perspective of the senior leadership team to convince them to do something they may not have done otherwise. (scheduling)

Answer 20

Situation:
Intro a scheduling system to optimize break times and call availability. The team, feeling micromanaged, resisted the change. One senior agent was particularly vocal about his dissatisfaction.

Task:
My task was to coach this senior agent to understand and communicate the benefits of the new scheduling system from the leadership’s perspective, helping the team embrace the change.

Action:
Understand Their Current Perspective: “That’s a valid concern. From a senior leadership perspective, this initiative is aligned with our strategic goal of…”

Understanding Leadership’s Perspective:
Met with the senior agent to explain the strategic goals behind the scheduling system

Framing the Message:
Worked with him to frame the message positively, highlighting benefits to both the team and customers.
- Optimized resource allocations (he wouldn’t be left on the phones while everyone else is on break)
- reduced wait times
- improved customer satisfaction
- Ensures that all agents are equally distributed across shifts, preventing some from being overburdened while others are underutilized.
- Consistent Service Levels
- better forcasting

Building Confidence:
Reinforced his role as a leader and encouraged him to lead by example.

Result:

The senior agent effectively communicated the benefits, reducing team resistance.
Improved adoption of the scheduling system led to better call response times and higher customer satisfaction.
The senior agent’s confidence and leadership influence increased within the team.

Question 21

Initially Resisting and Later Accepting a Change at Work

Answer 21

Situation:
Management decided our team would act as the backup line for enterprise calls.
Enterprise calls required more permissions and training, which our team initially did not possess.
I was concerned about our ability to handle these calls effectively.
Task:
Address my concerns about the new responsibilities.
Ensure our team was adequately equipped to handle enterprise calls.
Action:
Voiced my resistance to the change, outlining risks and challenges to my manager.
As a SME I was able to offer my perspective
Provided a detailed list of example cases highlighting the complexity of enterprise calls.
Collaborated with my manager to discuss concerns and potential solutions.
Manager acknowledged the issues and arranged for necessary training and permissions for the team.
Pre-training meeting with stakeholders about what info needed to be covered
I participated in and facilitated training sessions to prepare all team members for the new responsibilities.
Implemented a system for ongoing support and feedback during the transition.
Result:
Team received comprehensive training and the necessary permissions, boosting confidence and competence.
Initially challenging transition became smoother with proper support and training.
My initial resistance turned into acceptance and support for the change.
Team were happy their voice was valued and they were supported
We happened with the change rather the change being imposed on them
Positive impact on team’s capabilities and customer satisfaction.
Improved team reputation within the company and demonstrated adaptability.
Key Takeaways:
Open communication with management can lead to positive outcomes and necessary adjustments.
Proper training and support are crucial for successfully adapting to new responsibilities.
Initial resistance to change can be overcome by addressing concerns and ensuring adequate preparation, leading to successful implementation and growth.

Question 22

Solving a problem often necessitates evaluation of alternate solutions. Give me an example of a time when you actively defined several solutions to a single problem. (NOTE: Make sure they talk about the tools they used - e.g. research, brainstorming, etc. –, as well as how and why they used the tools.)

Answer 22

Situation:
Key account last minute request for support for offsite sales event. (Griolladh)
Lacked necessary hardware and network capabilities.
Network experts were not in on time
Normally could provide service with advance notice.
Critical to explore solutions quickly
Task:
Brainstorm and evaluate multiple solutions to accommodate the customer within the limited time frame.
Action:
Brainstorming:
Organized immediate brainstorming session with team and key stakeholders (sales, engineering, logistics).
Encouraged open and creative thinking for feasible options despite time constraints.
SWOT Analysis:
Conducted SWOT analysis for each potential solution to evaluate pros, cons, feasibility, risks, and impact on both customer and Toast
Solutions considered:
Loaning equipment from inventory.
Coordinating rush order for network setup.
Stakeholder Consultation:
Proposed brainstorming outcomes and SWOT analysis results to stakeholders.
Assessed risks and implications of each solution.
Result:
Presented customer with options:
Borrow necessary hardware.
Expedite network setup.
Customer chose a different option but was highly impressed and appreciative.
Enhanced Customer Satisfaction: Customer expressed gratitude for our flexibility and willingness to explore non-standard solutions.
Improved Problem-Solving Skills: Team gained valuable experience in rapid problem-solving and collaborative decision-making.
Positive Feedback: Highlighted dedication to customer service and responsiveness under tight constraints.
Highlighted the need to explore this an an option and refine our processes for future requests

Question 23

Steps to Coach Someone to See from a Senior Leadership Perspective

Answer 23

1. Understand Their Current Perspective:

Have a conversation to understand their viewpoint, concerns, and aspirations.
Identify gaps or misconceptions about senior leadership roles.

2. Share the Big Picture:

Explain the organization’s vision, mission, and strategic goals.
Discuss how various departments and teams contribute to these objectives.
Highlight the importance of aligning individual and team goals with company strategy.
Highlight the benefits for them and company - more revenue, more opportunities
Highlight the impact they have

3. Introduce Key Concepts and Metrics:

Educate them on key business metrics and KPIs senior leaders focus on (e.g., revenue growth, profitability, market share).
Explain how these metrics impact senior-level decision-making.

4. Discuss Decision-Making Processes:

Describe the complexities and considerations in senior leadership decisions.
Use real-life examples or case studies to illustrate risk/benefit analysis and long-term implications.
Emphasize data-driven decisions and strategic thinking.

5. Encourage Strategic Thinking:

COACH Ask them what they would do?
Provide opportunities to participate in strategic planning sessions or projects.

Encourage seeking feedback and continuous improvement.

7. Mentorship and Shadowing:

Arrange shadowing of senior leaders to observe routines, challenges, and decision-making.
Facilitate mentorship relationships for guidance and insights from experienced leaders.

Question 24

Helping My Team Remain Focused and Positive During Times of Stress

Answer 24

Situation:

Our team experienced a surge in workload due to the company’s rapid expansion into the Irish, UK, and Canadian markets.
This increased the volume of customer calls and the complexity of issues we needed to resolve, causing significant stress and pressure.
Task:

Ensure the team remained focused, positive, and productive despite the heavy workload and stress.
Maintain high levels of customer satisfaction and team morale.
Action:

Implemented regular check-ins and one-on-one meetings with team members to understand their challenges and provide support.
Encouraged open communication and actively listened to their concerns.
Organized team-building activities and informal virtual gatherings to foster a sense of camaraderie and support.
Developed and shared resources, such as troubleshooting guides and best practice documents, to streamline processes and reduce the time spent on common issues.
Utilized the Scribe app to create tutorials with screenshots detailing common issues and troubleshooting steps.
Encouraged team members to take regular breaks and manage their time effectively to avoid burnout.
Recognized and celebrated individual and team achievements to boost morale and motivation.
Provided additional training and development opportunities to enhance their skills and confidence in handling complex issues.
Acted as a role model by maintaining a positive attitude and demonstrating resilience during stressful periods.
Result:

The team remained focused and maintained high levels of productivity despite the increased workload.
Improved team morale and a supportive work environment were fostered through regular communication and team-building activities.
The efficiency of handling customer issues improved due to the streamlined processes and resources.
Customer satisfaction levels were maintained, and the team successfully navigated the challenging period.
Remind them of the positive impact their hard work is doing
Enhanced team skills and confidence in dealing with complex issues through additional training and development opportunities.

Key Takeaways:

Regular communication and understanding team members’ challenges are crucial in maintaining focus and positivity during stressful times.
Team-building activities and recognition of achievements can significantly boost morale and motivation.
Providing resources and training helps streamline processes and improve efficiency.
Acting as a role model and demonstrating resilience can inspire and support the team during challenging periods.

Question 25

Modifying Team Priorities to Meet External Expectations

Answer 25

Situation:
Our team was in the SuperValu Food Academy programme, preparing our vegan cheese product for the market.
2 weeks before the deadline, we were informed by the Food Safety Authority of Ireland (FSAI) that our product’s labeling was unacceptable.
FSAI deemed the terms “cheese alternative” and “The Kind Cheez” misleading to consumers due to their resemblance to dairy products.
Task:
We needed to rename and relabel our product to comply with FSAI regulations.
This urgent task required renaming the product, creating new descriptions, and printing updated packaging while maintaining our launch schedule.
Action:
Organized an urgent meeting to communicate the change in priorities and explain why it was crucial for our product’s entry into all supermarkets not just SuperValu.
Delegated tasks based on team members’ strengths:
team brainstormed new names and descriptions.
One team member worked on new packaging.
Compliance team liaised with FSAI for approval.
One team member continued to work on production
Ensured continuous communication and collaboration among teams to keep everyone aligned and on track.
Monitored progress closely, providing support and adjustments as needed.
Result:
Successfully rebranded and relabeled the product on time.
The updated packaging met FSAI requirements.
Managed to keep the product launch on schedule.
The new design and branding received positive feedback, securing our place in SuperValu’s shelves.