Your key responsibilities as a customer service or telesales manager are many. I’m not saying for one minute that if you apply these key principles your life will be wonderful…… HOWEVER
There are some key bits of advice and tips that come up time and time again.
- Be prepared to lead from the front (set a good example with behaviour, communication and attitude) Be someone they can look up to.
- Set regular targets with your team. Admittedly this is easier with a telesales or telemarketing team than customer service but it’s important nonetheless. Everyone needs to know what they’re supposed to be doing and how much of it they’re supposed to be doing.
- Give each of the members of your time (specific one to one time) and learn about them as individuals. By understanding them, their goals and personality, you’ll find it so much easier to manage and motivate them. And they’ll respect you more for the time and attention you give them. It’s exactly the same with children for that matter!
- Adopt a calm attitude. Don’t allow little things to make you anxious (regardless of how you feel inside!) A calm leader will find their team responds better and they’ll learn to be calm themselves.
- Be positive. It is always easier to be negative and point out all that’s wrong with everyone else and with the company. Once you’re perfect – then you’ve got the right, but not until …..
- Learn. Always be looking for opportunities to learn. Watch what other people do : other managers, other human beings in certain situations, from books, from television, from the dragons on Dragon’s Den, Sir Alan Sugar & other business leaders. Opportunities for personal growth are all around – all the time.
I’ll put together some more ideas on this in the not too distant, but for the time being use these 6 principles. And if you have any ideas of your own : about the key responsibilities of a telesales or telemarketing or customer service manager, let me know at info@tomarket.co.uk. I may include your ideas and if I do, I’ll credit you as the source.
To Market runs training courses for supervisors, team leaders and managers in telephone sales, telemarketing and customer service across the East Midlands, Peterborough, Cambridge, Leicester, Northampton, Derby, Nottingham, Kettering, Corby, Wellingborough, Coventry, Birmingham, Lichfield, Solihull, Peterborough, Wolverhampton, West Midlands, Milton Keynes, Lincoln, East Midlands as well as wider parts of Leicestershire, Northamptonshire, Cambridgeshire, Suffolk, Buckinghamshire, Warwickshire, Nottinghamshire and Derbyshire