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Identifying and Grooming the Next Generation of Customer Service Managers
Many employees start their careers in customer support. There are entry-level positions available, and it's a great opportunity to work with customers, become proficient with the company's product line and learn how departments interact.
To do this, Seth Hall of Philadelphia Insurance Companies recommends providing frontline staff with "stretch assignments"
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."
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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."