Customer Service Supervisors Should Be on the Floor - Coaching!
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Overview: The number one job of the frontline customer service supervisor is coaching and mentoring customer service reps to better performance - being on the floor to offer advice, encouragement, reinforcement, and immediate feedback on how reps are doing and how they can do better. Relationship building. This is the foundation for all of a supervisors work on the floor and involves a supervisors building a personal relationship with every one of his or her reps.