Published: 27 May 2024
Supervisors, though critical to drive new rep behaviors, report not receiving appropriate growth opportunities. As service organizations transform into strategic value creators, CSS leaders can use the design principles in this research to enhance their supervisor development strategy.
Despite being recognized as crucial, supervisor training and development often becomes secondary as supervisors have limited bandwidth owing to their high workload.
In service organizations, supervisor roles are typically filled by tenured high-performing reps with extensive operational expertise, but they may lack leadership acumen.
Onboarding and training of supervisors is typically standardized organizationwide, resulting in a gap in application of concepts to the realities of customer service leadership.
As part of their supervisor development strategy, customer service and support (CSS) leaders should:
Ensure the right talent occupies supervisor positions by aligning evaluation approaches with critical skills identified in the supervisor
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Analysts:
Customer Service and Support Research Team
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