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Annie Hayes



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Poor customer service blamed on managers


More than three in five workers in customer facing sales and service roles believe that failing line management is one of the major causes of the UK’s culture of poor customer service and neglected sales opportunities.

The findings from performance improvement specialist Prosell reveals that 10% of the nine million frontline workers in the UK consider their relationship with their manager to be the biggest threat to their job security, more so then offshoring.

The majority (45%) went so far as to claim that the relationship with their manager ‘always’ impacted upon the customer experience they deliver.

Thirty-eight per cent of managers allocate just half an hour a day or less to communicating with their team.

Other key findings:

  • 60% of respondents noted that they are not praised for good work

  • 10% say they never receive recognition from their manager

  • 45% of line managers don’t always attempt to understand their teams problems – 11% never try at all

  • Less than 50% say their manager is an inspiration

  • 22% claim their manager is ‘not very’ or ‘not at all’ inspirational

Simon Morden, Chairman at Prosell commented:

“It’s extremely disturbing that the relationship between manager and team in the UK is so wrought with inefficiency and ineptitude. Our research clearly demonstrates an unquestionable connection between this relationship of internal service and the delivery of external customer service. The incompetence of managers to interact and guide their teams in their day-to-day roles must be costing UK business millions – if not billions – of pounds in lost sales.

“The UK is certainly not renowned for leading-edge customer service. Rather than point the finger of blame squarely on those individuals responsible for directly delivering service, it seems businesses should review the role of the line manager in this equation.”

Around 570 frontline workers were quizzed by Prosell.

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One Response

  1. Don’t treat the symptom, dummy!

    So what are the root causes for failing line management?

    Tackle those and you may have a hope of success.

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Annie Hayes


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