Explain the role of managers in the development of a customer service culture. What will be an ...

To develop customer service cultures in their operations, managers perform five critical functions: planning, organizing, directing, training, and controlling. Planning is the activity that identifies goals and the strategies that will be used to achieve goals. Organizing is the function involved in arranging the resources available for reaching goals. This task involves deciding what is to be done, who will do it, and the tools required to reach the goals.

Directing is the function of leading others to do their very best work. Training is a tool managers use to improve their employees' skills, knowledge, or attitudes. Controlling is the term used to describe a manager's efforts to monitor performance and take corrective action as needed. Control consists of measuring current performance, comparing it with desired results, and then readdressing the planning, organizing, directing, or training actions needed to achieve organizational goals.