FINAL PROJECT: Abstract and Reader's Reponse > ResLife Crash Course: Becoming a Customer Service Supervisor
A, I could see that happening. However, I really appreciate how well you are accommodating your information to the needs of the audience.
I know you will carry this still to other tasks in life.
December 12, 2019 |
Marybeth Shea
Marybeth Shea
ABSTRACT: The purpose of this guide is to advise the new Customer Service Supervisors (CSSes) on helpful techniques for the position. I hope to provide you all with confidence and an example of what to do to ensure your success in this role. I focus on how to be a successful manager, meeting the requirements listed in the roles and responsibilities, balancing work and school life, and offering a source for advice on being a mid-semester CSS. I begin by explaining how there is not a set of directions that help you get acquainted to the job and how I had a big learning curve when I first began. Then, I give you directions on the topics mentioned above, inserting anecdotes and an analysis of behavior prior to the directions. This includes sources from scholarly articles and examples of failures as supervisor. I end with encouraging and instilling confidence in you all, and providing you with more resources and last-minute advice. I also included a link of examples for scheduling, setting expectations, etc. As a finally sign off, I encourage you all to reach out to others, seeing as my advice may not cover everything and there are many different ways to address certain topics.
WC= 204
READER’S PROFILE: I expect higher ups to have a problem with the implication that there is not a real training program for this position despite the “power” CSSes have as supervisors, and how it will make the department of resident life (ResLife) look.
READER’S RESPONSE: Although I see the importance of having directions and examples for new student supervisors to rely on, I don’t particularly agree with your word choice. There is a checklist of tasks to complete before the position begins and new CSSes have access to the graduating CSSes or the supervisors to CSSes (AdOps) if they need advice. The sentiment is sweet, and the directions seem beneficial, but we can’t have people thinking that ResLife is not properly training their employees. This may also result in a revolt from current CSSes as this may serve as fuel for any thoughts of being neglected or otherwise not prioritized in terms of student employment in the department. We suggest rewording the purpose of this guide.