Customer Service: So Help Me, Supervisor Edition

The most important aspect of the customer service industry is, naturally, customer service. Every business wants to give their customers everything they need, but supervisors need to be able to keep the front line employees, those who deal directly with the customer, from dropping the ball. Hiring the right people may seem like an easy solution, but given the wrong environment, even the best employees can deliver poor customer service. The real key is the person supervising those employees. This Video On Demand instructs you, the supervisor, how to consistently get the best customer service you can from your employees: through training, examining the problems at hand, and even addressing an employee’s mistake should one occur.

There are several important aspects of being a supervisor that help you get the most out of a properly motivated workforce. First, make sure you tell your employees what they’re doing correctly. Secondly, you can help facilitate customer service by helping employees find solutions when they may be struggling to do so. This also helps you see employees as people, rather than being so focused on numbers and the bottom line. You need to empower people to do their jobs, but also realize mistakes may occur. A good supervisor turns those mistakes into opportunities for growth. Learn the keys to performing these supervisory techniques in this training lesson.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

Supervisors working in customer service

• Introduction
• What Do You See?
• Do You Let Policy Get In The Way of Service?
• How Do You Measure Service?
• Who Should Handle Customer Problems?
• What If They Make A Mistake?
• Review

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute