Managing Your Customer Service Team

Understanding comes from experiencing and doing. Everyone in the company should experience what it's like to be a customer service team member. Everyone means everyone. Those hired for management should first start by working at least seven days in customer service. This will give them a greater appreciation for the work done by the customer service team. Further, you cannot manage a process you do not understand. By spending time as a customer service team member, you and other managers will relate to and appreciate the tasks performed by the customer service team every day.

A customer service team must also be empowered to serve the customer. They've been hired to do a job. Let them do it. Sometimes it can be hard to relinquish control as a manager or business owner. However, if you give your team the appropriate tools and guidelines they can succeed. Their success is your success. Your success reflects the company's success.

Assignment:

Watch the video clip and briefly describe the seven lessons that all leaders should adopt. Write sentences for each lesson.