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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.
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