Supervisors Can Sabotoge Service
By Chris Waugh

Your supervisory staff may be sabotoging the quality of your customer service! You may not even realize it - nor do they. Unless you reNvision the meaning of service.

Your customers aren't served in a vacuum. Their transactions take place in a climate of various interpersonal relationships. Let's assume your front line employees are doing their job according to the company protocol and a mystery person (a secret shopper like me) is visiting.

Here are five common scenarios that I have witnessed as a "customer" - they can defeat your best customer service efforts:

• During the sales transaction, the supervisor approaches the employee with a question or demand. She expects an immediate answer, instead of allowing the employee to complete the sale. The supervisor's business takes precedence over the customers!
• Supervisors are overseeing the employees while they work. However, the supervisor speaks only to the employee. They make no attempt to interact with the customer. The employee's focus is divided between the customer and the supervisor.
• The shopper wants to alter or exchange something of minimal value. Still, the employee is required to get the approval of the supervisor, who is not nearby. There is a five minute wait until the process is completed.
• The customer waits at the counter while two employees are complaining about their schedules. They agree that the boss isn't willing to bend. They continue their conversation while one rings up the transaction. Although the "service" is adequate, the impression isn't good.
• The supervisor is reprimanding an employee in front of the customer, who is waiting for service.

That's right, the supervisor has to reNvision the meaning of service - starting with their own service. They have to serve employees, and customers as well. Otherwise, they may inadvertently sabotoge your customer service efforts.

Chris Waugh owns reNvision, Inc., and works with business professionals who want to learn to succeed on the fly. The author of several books, including 'Flying by the Seat of Your Pants,' she blends years of business management experience with her hang glider's perspective on change. Visit www.reNvision.com to find out more.

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© 2008 by reNvision, Inc.

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reNvision, Inc.
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