The Importance of a Support Staff
Cheryl Cunningham
CCUNNINGHAM27@CAPELLAUNIVERSITY.EDU
BUS3004
Eric Stone
January 6, 2013
The Importance of a Support Staff: Never Underestimate the Support Staff
Introduction
Last month, I went inside my bank expecting to conduct business with a bank representative only to be told I need to pick up a phone and talk to a video camera. I was expecting a professional representative with a personal touch; however, I received impersonal service with a prison like atmosphere. What would make a business give up a personal touch for less?
Today, in any business whether large or small being a Receptionist, Secretary, Administrative Assistant, Bank Teller or any support staff personnel requires one to be professional, polite and courteous. This is the first representation and impression that customers have of the business and the upmost professionalism should be portrayed. It may be via telephone, face-to-face, email, webcam etc. however it comes, the company should be portrayed in a positive light. The support staff plays a very vital role in any business. As we all know, the support staff is the very first contact of a business that can help the discontinuity or the creation of a business. The support staff should always consider one’s self as if they were potential customers obtaining or requiring information from another business. So why would my Fortune 500 bank, which emphasis customer service, would wish to alienate its customers with a prison like atmosphere? I was told it was for safety. However, I do not believe that safety to the extent it causes a negative atmosphere is more important than a personal touch or professionalism.
Support Staff’s Involvement to a Business Should Not Be Underestimated
The support staff the majority of the time is the last to be recognized. Developing a good rapport between supervisors and support staff is very much needed to today’s business world. Because of new technology a lot have changed over a period
CCUNNINGHAM27@CAPELLAUNIVERSITY.EDU
BUS3004
Eric Stone
January 6, 2013
The Importance of a Support Staff: Never Underestimate the Support Staff
Introduction
Last month, I went inside my bank expecting to conduct business with a bank representative only to be told I need to pick up a phone and talk to a video camera. I was expecting a professional representative with a personal touch; however, I received impersonal service with a prison like atmosphere. What would make a business give up a personal touch for less?
Today, in any business whether large or small being a Receptionist, Secretary, Administrative Assistant, Bank Teller or any support staff personnel requires one to be professional, polite and courteous. This is the first representation and impression that customers have of the business and the upmost professionalism should be portrayed. It may be via telephone, face-to-face, email, webcam etc. however it comes, the company should be portrayed in a positive light. The support staff plays a very vital role in any business. As we all know, the support staff is the very first contact of a business that can help the discontinuity or the creation of a business. The support staff should always consider one’s self as if they were potential customers obtaining or requiring information from another business. So why would my Fortune 500 bank, which emphasis customer service, would wish to alienate its customers with a prison like atmosphere? I was told it was for safety. However, I do not believe that safety to the extent it causes a negative atmosphere is more important than a personal touch or professionalism.
Support Staff’s Involvement to a Business Should Not Be Underestimated
The support staff the majority of the time is the last to be recognized. Developing a good rapport between supervisors and support staff is very much needed to today’s business world. Because of new technology a lot have changed over a period
References: Moons, L (2011). The importance of training your staff. Retrieved May 18, 2011, http://www.outputmagazine.com/talk-print/intelligence/the-importance-of-training-your-staff/ Nobel, C (2010) Rita Cruise O′Brien. (1995). Employee involvement in performance improvement. Employee Relations, 17(3), 110-120. doi: 10.1108/01425459510145752 Appendix A: Critical Thinking – Six Steps Used to Draft Your Paper