Help New Supervisors Appreciate that the Customer is the Business
Seattle (PRWEB) – When untrained supervisors are in charge of front-line employees with customer contact, the impact on customers’ experience can be devastating, according to a new article from Impact Achievement Group.
Customers today have the choice of similar products, at similar prices and of similar value. Given that, superior customer service is critical in attracting and retaining their business. Front-line employees will follow the lead of the person they report to, so it’s essential to convey to first-time managers the lifetime importance of customers.
Businesses often don’t ask a fundamental question – how do they deliver value to the customer in terms of service “It’s not enough to declare they’re committed to a great customer service. They absolutely must train new supervisors to connect the dots between the performance of their work group and its impact on customers. “
In Helping First Time Supervisors Understand the Value of a Customer – For Life!, the second article in a 12-part series, Impact Achievement explains the importance of giving new managers an appreciation for business acumen – understanding how a business creates value. The twelve-part series is derived from Supervisory Basics, 12 individual yet linked two-hour training modules, delivered in leader-led or eLearning formats that helps managers understand the management behaviors and tactics required to ensure their and their company’s success.
“Businesses often don’t ask a fundamental question – how do they deliver value to the customer in terms of service,” said Lee Klepinger, president. “It’s not enough to declare they’re committed to a great customer service. They absolutely must train new supervisors to connect the dots between the performance of their work group and its impact on customers.”
To encourage a customer-focused team, new managers and supervisors must understand basic principles of customer loyalty. Operational excellence, for instance, involves being brilliant at the basics – delivering the right product at the right time, at the right place and in the right way.
In addition, those who managed a customer-focused team understand that everything done in their work group or department affects the customer. Those managers understand that they must ‘be the customer.’ Poor performance can result in delays, defects, wasted time and irritation. Employees will become frustrated and customers won’t return.
