Supervisor Snacks

One part acting ability, one part ownership, one part being there, it all adds up to good job performance.  And we all know that good job performance results in raises and promotions.   Acting ability is needed for most jobs, but especially when you are in the customer service department of a company.  Since our job IS customer service, we need to be especially careful that we always project a good image.  No matter what is going on in your personal life; when you sit down to answer a customer’s call, you need to leave everything else behind and become the best employee our client ever had.  No hint of the fight you had with your partner, your Dad’s illness, or your unpaid bills can creep into the call. Not only must you not be sad or down, but you also need to be cheery and up.  You’ve heard it a hundred times, but it is true.  They can hear you smile.  If your eyes are crinkled and the corners of your mouth are turned up, the sound that you...

It takes so little to make someone’s day! Just a little acknowledgment or recognition, a simple compliment, or even an unexpected smile can mean more than you’d ever expect. While I am especially talking about making someone’s day in the workplace, it’s a great thing to do anywhere! I was walking through the grocery store shortly after my husband died, trying to find some enthusiasm for dinner when a lady stopped me and said, “That is a beautiful shirt you have on, it’s perfect with your coloring.” I can’t explain what a lift that gave me. It was even more wonderful because she made it a personal remark, mentioning not that it was simply a pretty top, but that it looked good on ME. I returned the favor a day later when a teenager in a department store was complaining about being “too tall and gawky”, I turned and said, “Honey, you aren’t gawky, you are graceful and willowy, us short people never wear clothes as well as taller people do, be grateful.” She just beamed at me. Receiving co...

 When you became a supervisor you were no longer one of the most important people in the company!  Agents are the most important people in an answering service or call center because they are the people who provide the services that our customers buy!  Agents are essential personnel – Supervisors are not – Administrative people surely are not, and the President – well, let me say again the Agents are the MVP’s That said, when you become a supervisor, you become a very important part of this company!   Why?   Because you are the first support for our agents!   AND you have the most contact with our clients.   Agents have the most contact with our client’s callers – YOU have the most contact with our clients themselves.   YOU ARE this company in the eyes of our clients!   YOU are the company in our agent’s eyes, too. When an agent has a problem whether it is with a caller, a client, a schedule, or a decision, they are going to bring it to Y...