So Help Me – Supervisor Edition

How do supervisors affect customer service? We all know that frontline service people directly impact customer satisfaction. But we don’t often look at how much a supervisor’s behavior influences the service a customer ultimately receives.

So Help Me – Supervisor Edition takes a fresh look at customer service by showing the direct connection between a supervisor’s behavior and the way employees treat customers. When employees are listened to, respected, and encouraged, they will do the same for their customers.

Supervisory behaviors that promote excellent service include:

• telling people what they’re doing right
• helping employees find solutions
• focusing on people rather than numbers
• empowering people to do their jobs,
• turning mistakes into opportunities for growth

So Help Me – Supervisor Edition demonstrates supervisory practices that facilitate excellent customer service. The result is not only a better service provider, but also a loyal and satisfied customer.

New and experienced supervisors and managers in all service industries will benefit from this program.

Practices that promote excellent customer service include:

• Tell people what they’re doing right
  That good feeling will get passed on to your customers.

• Help employees find solutions for customers
  Take the time to help employees work within policy to solve customer problems.

• Focus on people, rather than numbers
  When employees feel that you care about them, they’re far more motivated to care about your customers.

• Empower people to do their jobs
  Employees will feel that they have the responsibility – and the power – to solve customer problems themselves.

• Turn mistakes into opportunities for growth
  Dealing with mistakes privately is a perfect opportunity for individualized training.