How do you empower your staff to meet customer demands?

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There are many ways you can empower your staff to meet and exceed the demands of your customers. This empowerment often starts with their training and onboarding program. As a Customer Service Manager, be sure to share results of customer feedback, give your employees a say in how to handle certain service disputes, and ensure that everyone is well-trained in the art of customer dispute management.

Discuss with the hiring authority how you empower your staff in your current or most recent role. If you are new to a management function, use your instinct, and lean on times when you felt empowered by your manager in the past.

"In past roles, I have felt more empowered when I know the details of customer feedback and customer survey results. The more information my leader shares with me, the more I am empowered. This need for knowledge and information is why communication will be at the center of my approach as a Customer Service Manager. I will keep employees informed of changes the company is making, pivots in policy, and I will share what customers are saying. I will also empower them by encouraging ideas and implementing them whenever possible."

"For me, first and foremost, I have a focus on the end goal and less of a focus on the rules. Every company must have regulations and guidelines, but they should be flexible for the customer whenever possible. I understand that I limit the leadership abilities of my team if I impose impossibly stringent rules on how they communicate with our customers. I make sure that each team member feels they are an essential part of our overall purpose. I do this by asking for their feedback, giving them room to work, and asking their opinion on challenging matters. When I guide versus 'tell,' my staff are happier, and they are more engaged with the customers."

Anonymous Answer

"First and foremost, I believe you have to lead by example. I believe you should work on the floor beside your staff and work just as hard or even harder than they do. This is how I have gained the respect of my staff members. I reminded them that we are all the same, but we just have different jobs to do. Morning huddles are a great way to communicate with the staff, mentor them, and receive their feedback."

Rachelle's Feedback

These are all great ideas for encouraging your staff to deliver excellent work. I recommend sticking with personal phrasing such as 'I' rather than moving into 'you' language because then the answer begins to sound like a lesson, which the interviewer doesn't need :) I have offered a slight revision for you below.

"First and foremost, I lead by example. For instance, I work on the floor beside my staff, working just as hard or even harder than anyone on the team. This behavior is how I have gained the respect of my staff members. I remind them that we are all the same, but we have different jobs to do. Morning huddles are another great way for me to communicate with my staff, to mentor them, and to receive feedback on my leadership approach." (* Last, be sure to make the connection between your actions and how your team members are empowered to meet customer demands. This could include a story-based example of a time when your team member felt empowered to diffuse a customer dispute or take care of a customer service issue in your absence.)

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