THE ROLE OF THE SUPERIOR
Good management forms an important part of good service not to mention the importance of a good working atmosphere. Happy employees are transmitting the atmosphere of the company to customers.
The Manager is in charge of passing the information to the employees in an understandable way. At the same time, she/he is addressing people from other cultures and is trying to inspire the staff to get the best out of the situation. This flow of information cannot be one-way dictation to get the message understood, but dialogue and creating the culture of the company. Managing information logistics is essential. Managing the services is the core of the business and the manager should never be too busy to take care of the communication.
When something unfortunate happens at the front line between the employee and the client it will be too late to blame bad familiarization. If the employee doesn´t get enough information to carry out the work and is not informed about the target of the work properly, there is no-one but the manager to be blamed. The manager should set priorities to get things running smoothly and check that nobody is withholding information. Panic is a sign of bad management and these situations should be investigated thoroughly in the service chain.
Count the losses that the hurry and panic cause for the company. Solve the problem. Let your good staff get the best possible conditions at their work, let them have the chance to shine! Join your staff and be a cultural architect remembering the differences and expectations.
Online information works for the company and can assist the employees in their duties. Please pay attention to the creation of a proper website, as well as proper orientation material as they will pay themselves back in many ways for providing a smooth running of information, services and revenue.
It is on you that your employee has the proficiency and the assertiveness to complete the deals for the profit of the company. Support and reward your staff, pay decent salaries, encourage, listen and learn of their abilities. Create a great atmosphere to work in and to make a profit, so that everyone can be happy and feel they have been a part of the team in achieving the goal.
There certainly are employees who come from very traditional working environments and it´s very important to tell the way your company is managed. It´s worth adding an organization chart to the orientation material and explain the responsibilities and mandate of each person as well as explaining the responsibilities and mandate of the employee.
Most of the employees are happy to have a superior who is both flexible leader and brave decision maker. Communication is the key issue in the working environment; let all the employees know what kind of working culture you have chosen and explain the expectations and rules.
Task: review your company´s organization chart describing the responsibilities and mandate
Note: if the customer complains, what kind of mandate do employees have?