GROUP 8

MANAGING
SERVICE STAFF
• Define Service Quality Management

CONTENT
• How to Manage Service Staff OUTLINE/
OBJECTIVES
• How important is Managing Service
Staff
WHAT IS SERVICE QUALITY
MANAGEMENT?
The process of managing the quality of
services delivered to a customer
according to his expectations is called
"Service Quality Management". It
basically assesses how well a service
has been given, so as to improve its
quality in the future, identify problems
and correct them to increase
customer satisfaction.
HOW TO MANAGE SERVICE STAFF?

There are 8 tips to build and manage a customer service team

WHILE CUSTOMER SERVICE HAS ITS CHALLENGES, MANAGERS CAN BUILD, RUN AND
MAINTAIN GREAT CUSTOMER SERVICE TEAMS WITH GOOD COMMUNICATION, UP-
TO-DATE TRAINING AND SHARED GOALS.

8 TIPS TO MANAGE A SERVICE TEAM

1. CARE ABOUT EMPLOYEES

2. SHARE THE ORGANIZATION'S VISION FOR THE FUTURE
3. COMMUNICATE
4. PROVIDE TRAINING RESOURCES
5. OFFER FEEDBACK
6. ESTABLISH CLEAR PERFORMANCE EXPECTATIONS
7. DEVELOP A CULTURE THAT RETAINS GREAT PEOPLE
8. TROUBLESHOOT
1. Care about employees

Customer service managers' main

responsibility is to support teams and help
them succeed. They must invest in their
teams both professionally and personally.

2. Share the organization's vision for the

future

Where is the organization currently, and

where does it want to go? Customer
service representatives must understand
these touchpoints, and managers must
communicate what they mean for each
employee's role.
3. Communicate

Customer service managers should encourage employees to

share ideas freely and make them comfortable sharing
opposing opinions. Open communication enables managers to
use the whole team's ideas to improve performance and
prevent mistakes. When an employee comes to a manager
with a problem, the manager can ask questions to help
employees think critically and independently problem-solve.

4. Provide Training Resources

Customer service leadership teams should ensure new hire

training enables employees to develop new skills and feel
confident, especially in fast-paced environments. Employees
should also have mentors within the team to go to with
questions. Mentorship helps integrate new team members
and provides career development for more experienced
representatives.
5. Offer feedback

Customer service teams require regular performance

reviews and specific, clear communication on what they
do well and what they should do differently. Managers
should offer feedback on behaviors within three days,
so employees can accurately recall their tone, body
language and word choice.

6. Establish clear performance expectations

Leadership teams should define good and exceptional

performance for each customer service role and ensure
employees understand how to improve. To help their
employees, managers must communicate and document
expectations and the reasons behind them.
7. Develop a culture that retains great people

While no leader wants to lose valuable employees,

managers should encourage people to take
promotions or new opportunities even if it hurts
the team in the short term. People advancing is
the biggest measurement of a manager's success.

8. Troubleshoot

Managers should be authentic and vulnerable with

their teams. If everyone can own their mistakes
and shortcomings, the team's credibility grows,
and everyone continuously improves.
 HOW IMPORTANT IS MANAGING
SERVICE STAFF?
Customer service management is important because it ensures a
consistently high standard of customer service across the entire
customer journey. Modern customers expect a seamless
experience, and they want their issues dealt with efficiently and
effectively. It's a way for companies to manage their relationships
with customers. When a business has fast, easy access to
customer information, it can better strategize and control its
interactions with them. This helps companies improve customer
loyalty and retention by exceeding customer expectations with
great service.
MEMBERS

Febe Bual
Jessa Mae Lauron
Jannette Nodos
Mary Rose Pat
THANK YOU FOR
LISTENING!

Prepared by: Group 8