1.
Customer Support Team Review
Haim Toeg
ht@haimtoeg.com
h8p://haimtoeg.com/
12/16/16 © Haim Toeg, 2016

2.
PreparaBon
• Start early
• Collect the informaBon requested, most of it you
should already know
• Sleep on it, and review
• Do not make it a metrics meeBng
• Consult with your team, share the informaBon during
team meeBngs before and aLer
• Discuss with your direct manager
• Prepare to ask quesBons
• No need to remember everything, write key points and
data down
12/16/16 © Haim Toeg, 2016

3.
Goals for the MeeBng
• Have an open discussion
• Float informaBon that usually isn’t visible
• NOT about solving problems
12/16/16 © Haim Toeg, 2016

4.
Preparing the informaBon
• PlaSorm for discussion, focus on key info:
– 1 page / topic
– 4-6 bullet points / topic
– 1 line / bullet point
– See different guidelines on “people” page
• Break any of these if absolutely necessary
• PrioriBze, be ready to explain selecBon criteria
• Think about follow-up quesBons for both sides
• Do NOT change topic names
12/16/16 © Haim Toeg, 2016

5.
Support Team Review
<manager name>
<locaBon, date>
<other info if needed>
12/16/16 © Haim Toeg, 2016

6.
Team Intro and Accomplishments
• What have you done since last meeBng? For
example:
– Workload and changes to it
– Changes to team
– Customer sat
– New products / releases
12/16/16 © Haim Toeg, 2016

7.
What Works
• Discuss things that your team / organizaBon /
R&D / company / anybody else did well
• Be specific (i.e. “team work” doesn’t count)
• Be prepared to jusBfy
• Make recommendaBons if appropriate
12/16/16 © Haim Toeg, 2016

8.
What Doesn’t Work
• Same guidelines as “What Works”
• “Nothing” is not acceptable
12/16/16 © Haim Toeg, 2016

9.
People and Development Plans
• Plan for this to take the longest Bme
• Discuss every individual, performance, goals,
development plans
• 1-2 lines per person, OK to have more than
one page if needed
12/16/16 © Haim Toeg, 2016

10.
Anything Else
• Open discussion
12/16/16 © Haim Toeg, 2016

11.
END
12/16/16 © Haim Toeg, 2016