Here's how you can use confidence to navigate tough decisions as a customer service manager.

Everything in life involves risk. Walking, driving, flying, meeting new people, getting married, having a family on and on. Literally everything in life is a risk. Don't be afraid of it, instead embrace it. Before taking that step, learn how to evaluate risk. Is there another way to accomplish this, with less risk. It's thrillling to jump with no net, unless you hit the ground. I have asked people much wiser and more experienced for advice before making decisions. I've found most often their insights have greatly helped me to make quality decisions and avoid unnecessary risks. Companies need individuals that can assume risk and handle it for them.

You firstly need to generate confidence from within, think it through in your mind before speaking, study the situation, understand the circumstances surrounding it, clear off every bottleneck, remain calm always, stay focused on the goal to be achieved, breathe this confidence into your team members, bringing all on the same page and operating on same wavelength. I understand that 1 bad egg can affect the other good 29 eggs in a crate, so I am not afraid to rid off any form of bad energy affecting the brand integrity wise. Stay vigilant not to manage risk but spot every loose ends, tighten them up and create a sanitized workplace. Being proactive creating a strong risk governance entity& be up to make modifications for better performance

I don't really have an experience on this but from what I have seen I would say that look at the situation you are in and the people who are with you and then go from there. Of course you will face some criticism when it comes to making decision involving your personnel but regardless they will have to be made when it comes to it because your company/business is at stake when it comes to survival.

Gathering information from your company's QA team will help you make more informed decisions as a customer service manager. Insights about performance, NPS, CSAT, RCA, audits, customer feedback and peer feedback provide sufficient data to recognise trends in the and act on them quickly to ensure the best decision is made for the team and the company.

From my experiences, gathering data should be the first step, and it's usually the quickest step. How can you mitigate any risk if you don't know what is at risk? For example, if an adult customer suddenly screams out loud and the manager hears it, then should he/she call 911(mitigate risk) or investigate the origin of the scream and why it happened (gather data)? The logical answer is to investigate the origin of the scream and gather data (injury, emotional) first before mitigating the risk (call 911, the police, security, ect). If a project needs to be completed on a short amount of time, then the manager has to choose the employees first (gather data) then access the risk level of each one to ensure they can complete the task.

After deciding, one should stand by the choice made with conviction. Avoid second-guessing unless a significant new information arises. Commitment to the decision made should be declared with confidence and authority, fostering trust and stability within the team.

Clear written and verbal communication prevents misunderstandings and miscommunications with your team and can greatly impact how well your team processes change. Ensuring that your team feels included when things change can make or break your team.

Once a decision is made, communicate it clearly and assertively and avoid ambiguity to prevent confusion. A clear and decisive communication instills confidence in your team and customers, ensuring everyone understands the decision and its fair.

Reflecting allows you to process in real time what happened back then. Helps you understand what you could do to improve and your growth.

To believe in the system and one’s self. Acknowledge the situation and walk through the process so everyone understands and on the same page. Communicate is key and how you present it.