I have been in customer service leadership in one form or another for almost 20 years now. I was a pretty hands-on supervisor, manager, and director; one of the things I loved most about the job was speaking directly to employees and coaching them. I didn’t coach them individually how to be better at their job because most of them already understood the base mechanics of that. Most of our conversations centered around the things that employees didn’t know about their job.
It could be as small as “Why the hell won’t you fix this?” to “Why the fuck is the company doing this?”
I tried as much as I could always to answer questions like that when they were put to me. I found that when I was able to explain why decisions were made even if employees didn’t agree, the fact that they were able to understand higher level considerations that they hadn’t thought of made them feel as if they were more oriented in their function whatever their job may be.
As I move away from the customer service industry, I find that I have built up a lot of unyielding opinions about what companies do right and what they do wrong when dealing with employees. I’ve also found that in trying to find resources to recommend to hourly workers in the customer service industry these resources are sparse, and those that exist are often terrible. There are books and tomes written for managers, and leaders, and people with MBA’s, but there are very few geared towards and addressing the foundational base that all of customer service is built on – the front line workers.
I often joked that if I ever left the industry, I would write a book called “50 Things Your Manager Wish You Knew But Would Be Fired If He Told You.” I’m working on it, and it may happen someday, but until then I wanted to try to put together a collection and recommendations for front line workers that are honest and truthful and not regurgitated brainwashing bullshit.
If you are visiting this page and there are no books, I’m still looking.