Often the CSR with the most experience or longest tenure is promoted to a department or agency manager. Does this individual have the tools that they need to be effective in this position? Many times these individuals are unsuccessful in these positions and end up leaving the agency as they become frustrated and unhappy. I provide coaching and mentoring services to agencies with individuals moving into these types of positions for the first time.
The CSR must learn to trust others to handle the clients that they have handled in the past. There is the need to learn what management of the team involves. In my experience, I find that there is not a job description for this position. The following questions are those that these individuals struggle to answer.
- How do I manage those peers that are my friends?
- How do I praise, discipline or counsel my team?
- What are my responsibilities?
- How do I earn the respect of my team?
- What do I do about those individuals in the agency that are jealous of my new position?
We answer each of these questions and do role playing so that the individual becomes comfortable using their new tools.
