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Customer Service Management In A Distribution Center Environment

© Lincoln Bittner

Management is defined as the process of accomplishing tasks through the efforts of others. This statement is especially true for the customer service manager, no matter what the company does. To accomplish any improvements in the level of service being provided by your organization, you must be able to effectively communicate ideas to the group that is responsible for implementing these improvements. To accomplish this task, the manager must incorporate a wide variety of communication skills. Communication includes initial notification that an issue has been identified, an explanation of the issue to management in a way that they can understand the problem, constant updates to both internal and external customers as the company progresses towards issue resolution, historical research and results communication to the management team, and ultimate resolution communication to the external customer. The vehicles that can be used to communicate include newsletters, flyers, email, telephone, focus groups, staff meetings, videos, PowerPoint presentations, and bulletin boards.

Remember that as you move into the customer service arena, you are the ambassador of good will to your customers on behalf of your distribution center, and the advocate for your customers to the distribution center. Always consult with all parties who are touched by the issue you are working on, and remember that issues can be both positive and negative. Make sure you take the time to look for the positives, and include them in every conversation along with compliments and words of praise as appropriate.