Business To Consumer – Section 5
Solutions to Develop the Directors and Head of Retail, Customer Care in the B.2.C. Sector
A manager who can perform the employee’s job is better able to empathize and recognize structural issues that affect customer service performance. This allows the manager to take proper action to rectify problems rather than constantly berate employees for slow service.
Productivity must be measured by results versus tasks. The expected results must be communicated up front to help employees focus their energy on activities that will help meet or exceed those goals.
“Whether you are big or small, you cannot give good customer service if your employees don’t feel good about coming to work.” ~ Martin Oliver