So, way back in 2020, I wrote a post wherein I promised a series of posts about management, and specifically managing people in a call-center environment. And then three years went by, I changed roles twice, then left that company (which, now that I’m not beholden by some rather prickly policies about commenting on my working for them, I can tell you, was Apple).
However! I still feel there are a number of things I have to offer for others who might be starting out in that sort of role, looking to elevate themselves from a customer service role to a management role, or those who’ve been in the role a while and are looking to grow.
And so, I’ll be following through with the posts I discussed, regarding setting goals, leading with empathy, change management, developing trust, managing remote employees, and other topics that I think have real value to people who are in that world.
Of course, you might ask, why the hell should anyone listen to me? I don’t do that job anymore, and there are hundreds if not thousands of people who could give advice on the subject.
Which, sure. But let me lead with my bonafides beyond that this is my blog and I’m gonna write what I want:
- For 7+ years I managed teams and managers for AppleCare with Apple, who have regularly been the top ranked company for customer service in the world
- At Apple, I regularly ranked in the top 10% of LOBs in Customer Satisfaction, Issue Resolution, Average Handle Time, and a number of other KPIs
- I taught call evaluation and review to dozens of managers and managerial candidates
- I spun up and led a new division of Advisors made up of sales people during the pandemic, teaching their leadership how to manage their employees in call center roles, and leading the education of their employees on handling customer service to the Apple standards. This division led all of AppleCare in performance for their LOB after three months.
There’s more, but, hey, believe me or don’t. I’m going to tell you what Apple taught me, and what I then taught to others within Apple. I hope that’s worth reading.
First up, we’re going to talk about the foundation of being a good manager, and the thing that I sincerely believe you must have before anything else matters: Empathy.
Keep an eye out for a post on the topic to come next week, and in the meantime, let me know what you’d like to learn about managing at Apple, being a great call center manager or supervisor, and what you want to see me cover in upcoming posts.
Thanks, and we’ll seeya soon!