From the course: Managing a Customer Service Team
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Exploring the manager's paradox
From the course: Managing a Customer Service Team
Exploring the manager's paradox
- Customer service leaders face an interesting dilemma. On one hand, you know you should invest your time in developing your team, solving problems and improving customer service. On the other hand, many customer service leaders find themselves overwhelmed with an avalanche of work and spend most of their days putting out fires. I call this The Customer Service Manager's Paradox. You don't have time now to invest in developing your team, but you'll spend even more time later if you don't do it now. I'd like to walk you through a few steps to conquer this paradox. Step one is to identify a specific problem, challenge or opportunity to focus on. A customer service leader realized she didn't have enough time to give her employees feedback on their performance. The paradox was this lack of feedback was leading to more errors. This in turn took up even more of her time. Her solution was to create a process where each member…
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