What Management Style Works Best in the Customer Service Center?

An article in the December issue of "Customer Service Newsletter" encourages managers to adapt their management style to the situation.
 
Dec. 20, 2011 - PRLog -- In general, management styles range from very autocratic and controlling, to participative, to passive. But what works best in a service environment?

In the December issue of "Customer Service Newsletter," author Renee Evenson recommends a participative style (one in which the manager seeks to build strong cooperative relationships with his or her staff), but she notes that you may also want to adopt other styles as the need arises.

For instance, "the participative style is ideal when you have built your service team into a cohesive group and it can work on its own," Evenson says. "But if you are working with new employees, or with reps who aren't performing up to expectations, you might want to take a more controlling approach. And for those top reps who are really self-sufficient, you might take more of a passive role."

The trick is knowing which style makes sense for the situation, and knowing how to move back and forth from one style to the next when the need arises.

Additional information on understanding and improving your management style appears in the December 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."

Website: http://www.CustomerServiceGroup.com
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Source:Sharon F. Benigson, Customer Service Group
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Tags:Customer, Service, Training, Management, Reps, Motivation, Reward, Healthcare
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