The supervisor's role in improving customer service

Sep 1, 1999 12:00 PM, Christopher A. Hertig

The asset protection/security supervisor is a key player in both establishing and maintaining an appropriate customer service orientation within the protection force. To better understand how the supervisor functions, we must first examine the role of the supervisor, then assess the development of an organizational philosophy.

A supervisor is: * the person who represents higher authority - the core philosophy of the organization - to subordinates.

* the person who must ensure compliance with policies and procedures and quality performance in the customer service area.

* the individual who is the first responder to any and all situations - as such, a supervisor must be a model diplomat. He or she must model diplomacy in trying circumstances such as accidents, investigations and personnel issues, and when there are competing interests from subordinates, other departmental supervisors, higher management, customers and law enforcement agencies.

* a master of communications, especially interdepartmental and interagency communications. Again, other departments and external organizations such as local police, vendors, clients and regulatory agencies must be dealt with.

CORE PHILOSOPHY To gain a firm foothold in public or customer relations, one must first understand what the philosophical foundations are within the parent or client organization. Each organization is different; they do not all simply want "to make money," as the uninformed may believe. Each organization is different and takes a different path. Some rely on innovations in technology. Some work on customer loyalty. Others focus on cost containment. Still others place a great emphasis on close ties to the community.

Whichever guiding beliefs lie at the center of the organization, they must be understood by those who wish to represent that organization effectively to customers. A key question to be addressed is: What makes my employer and/or client unique from other entities in the same field of endeavor?

Organizational philosophy is founded in the history of the concern. Organizations evolve. The original beliefs may be modified somewhat, or they may remain unchanged and be further cemented into the organizational culture. Whatever the case may be, an important question to be asked when studying an organization's culture is: What is the history of my employer?

This is especially important for security service firms such as Pinkerton and Burns International, which have illustrious histories. The founders of both firms were highly successful entrepreneurs. They were both prominent citizens who played key roles in the history of the United States and the development of investigative practice.

Smaller, newer firms may also have founders and principals who were industry pioneers. Each organization has a unique history that can illustrate important lessons. Knowing the history helps to make each officer a more effective company representative.

Organizational philosophy is framed in the policies of the organization. Reading and understanding these policies is essential to comprehending the philosophy of the organization - as well as knowing what the rules are to be enforced.

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© 2012 Penton Media Inc.

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