Being a supervisor or manager in customer service isn’t easy. You wear many hats. Learning how to juggle is necessary. And, you may end up needing a nice cold beer at the end of some days (or glass of milk, soda, water, tea–your choice).
You learn lessons along the way about what works and what doesn’t work. While I don’t have all of the answers and do everything right every day, I do have many goals that I’m working toward in my journey in becoming a better supervisor. Here are three important bits of advice that I’ve found on my path that I strive to do every day:
- Be a Leader, Not Just a Boss
Bosses set rules. Bosses enforce rules. There will always be someone above you telling you what to do. But, leaders don’t just tell you what to do. They encourage you to ask questions. A leader is proactive and truly listens to what you say. They help you understand why something is wrong and help you learn how to fix it. Leaders empower you to gain knowledge, solve problems creatively and grow, personally and professionally.
- Be a Trainer and a Coach
Trainers teach you the skills you need to tackle the front lines. They push you past your comfort zone to obtain the knowledge in assisting customers. Coaches give you advice and help you set goals to further your own development.
- Delegate and Appreciate
We all have 10,000 things on our plates at work but it’s how you tackle those tasks that turns you from a good supervisor/manager into an awesome supervisor/manager. Learning the art of delegation is key in being successful–your team has the knowledge and skills (that you taught them) to help. Handing off work to other team members doesn’t mean you’re lazy (unless you’re sending all your work, then you may need to rethink things) it means that you’re a professional, aware of your limitations with a desire to empower your team to take on new challenges. Delegation goes hand in hand with appreciation. You must make sure that your team feels appreciated for the work that they do, day in and day out. A “thank you” (and a bonus, gift card or free lunch) goes a long way.
