Identifying and Grooming the Next Generation of Customer Service Managers

PRLog (Press Release) - Jun. 30, 2011 - Many service managers start their careers as frontline reps. So it's up to customer support leaders to identify, support and encourage leadership skills in their staff and to prepare them for supervisory positions.

To do this, Seth Hall of Philadelphia Insurance Companies recommends providing frontline staff with "stretch assignments" in which they have the opportunity to learn and show their skills.

Jennifer Henning of SmartBorder notes that her reps have the opportunity to "hone their management skills by mentoring new hires."

While Nancy Porte of Vovici reminds us that, "Employees should take responsibility for their development, too. They should express their interest in taking on new assignments and designing solutions for tough problems."

Additional advice from these service managers and others appears in the June issue of "Customer Service Newsletter."

# # #

About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."

Website: http://www.CustomerServiceGroup.com