The supervisor of frontline service staff performs a vital role. It is the supervisor, more than any other person in an organisation, who is aware of the day-to-day dealings that service staff have with customers and clients.

This four-part module highlight the importance of the role and functions of the supervisor; sets out, in clear steps, how supervisors can train their staff to achieve high performance levels; and explains how supervisors can improve the performance of poor staff. It will help supervisors to develop the skills they need to ensure that their frontline staff are providing excellent service to customers and clients.

Part 1: Training

Provides an overview of the functions of supervisor training.

Part 2: Being Available

Motivates supervisors to provide ongoing assistance to their staff and to know when to step in and deal with a problem.

Part 3: Motivating Staff

Identifies specific supervisory techniques that create and maintain a positive motivation to serve.

Part 4: Improving Performance

Encourages supervisors to talk to staff about the need to improve any poor service performance.

1. What is a supervisor?
2. What do supervisors do?
3. The four key functions of supervisors
4. Training
5. Being available
6. Motivating staff
7. Improving performance