DELEGATION

Pass It On

Good customer service sometimes means we need to rely on the expertise of others or to get help with the workload. 

Some examples of when to delegate include when a client is transitioned into a customer service support role or when someone else needs to follow up on a customer complaint. 

No matter why we have to do it, delegating requires us to use a flexible yet structured approach.

Directions: Take the following survey to find out how good of a delegator you are currently, while taking note of the ways in which you can improve for the future.

	YES	NO
1.       Do you believe that others can do a job as well as you can? Know that different doesn’t necessarily mean better or worse.
2.       Do you trust your coworkers to handle job assignments? Trust the ability of others to do the work.
3.       Do you avoid being a perfectionist? Establish a standard and a time frame for reaching it.
4.       Do you give job instructions effectively? Give enough information to complete the job successfully.
5.       Do you enjoy managing work rather than just doing it? Know your true interests in doing versus managing.
6.       Do you believe that making mistakes is part of learning? Encourage staff to accept assignments by viewing their mistakes as learning experiences.
7.       Do you follow up with people after delegating? Build in checkpoints to identify potential problems.
8.       Do you avoid crisis management? Allow time for planning or prioritizing.
9.       When delegating, do you leave the person alone to do the work? Ask questions, expect answers, and assist but don’t take over.
10.   Do you provide support through feedback and actions? Provide resources and communicate expectations.

Areas for Improvement

_______________________________________________ _______________________________________________

_______________________________________________ _______________________________________________