Role of the Customer Service Manager and the Business Support Manager
By United Yacht | September 30, 2008
By: Lars Schak
The service and support manager, who is responsible for either front-line service and support providers or those reinforcing the front-line staff, plays a crucial role in every service-organization, especially in more competitive and bad times.
If the manager sees the job simply in terms of allocating work or making sure spaces and positions are available, then they will be missing some of the most urgent elements of the manager’s role.
As a CS/BS Manager, your range of daily activities may be varied and heavy in a speedy environment. The very famous management writer and professor H. Mintzberg has identified three big major managerial roles to every manager; they are
A) interpersonal related,
B) informational related and
C) decision related.
Every manager in every organization does or should perform these three above mentioned roles.
1) An interpersonal role contains at least three different activities. They are leading staff, acting as a figurehead of the organization, and liaising with others - externally and internally.
2) An informational role contains also at least three different activities. They are monitoring staff and customers, disseminating information and acting as a spokesperson for information to other parts of the organization and suppliers.
3) A decisional role contains at least four activities; they are building entrepreneurship the department, handling disturbances among staff or customers, resolving conflicts internally, staff and departments and negotiating, influencing and coaching the staff and bosses.
All these roles are not discrete, they do of course overlap and interact - but managers are more commonly assessed on the basis of their performance in the decisional role, due to overall performance as a holistic manager.
While the role of the manager can be described in this way, we could draw one critical role which is appropriate for a customer service organization.
Topics: About United Yacht, Customer Service, United Yacht, United Yacht Sales |
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