Marnee Downing’s Post

Service: between a rock and a hard place I believe that a customer service supervisor has the hardest job of all team members. They get grief, demands on their time and energy from multiple sources. It’s a rock, a hard place and a very deep body of water. Their staff need them. ✅ those that are great and need the feedback and compliments ✅ those that are so-so, and need feedback and coaching to become great ✅ the thorns, those that ask the same questions everyday, make the same errors, create more escalations Leading to the needs of the customer ✅ those who are routed to them as an escalation due to something the rep did ✅ those that insist only a title can help with their issue ✅ those that demand impossible things And the last group, the leaders, manager, director, whatever the title ✅ those worried about the service metrics ✅ those asking a supervisor to investigate a complaint ✅ those handing out projects with impossibly short due dates It’s a really hard job. Of the three groups, I believe senior leadership can make the most difference in retaining and developing great supervisors. 💎 stepping into help when the perfect storm of scheduled and unscheduled absences creates a gap 💎 looking for what can be placed on pause while the supervisor works on a project 💎 providing direction on priorities and not saying all Customer service is a deeply rewarding role. Knowing someone has your back, wanting the best them, equips supervisors to give their best to team members. Who in turn are more likely to give their best to customers. How do you help a supervisor? #ServiceEvangelist #customerservice