It is the duty of customer service managers to ensure that the needs of their customers are met satisfactorily. Your aim as a customer service manager is to provide excellent customer service and to promote this idea throughout the organization you work for.
So how can you become a successful customer service manager? This article will tell you how. There are different types of customer service managers. The roles vary widely and job titles in customer service management include:
- Corporate services manager
- Customer care manager
- Customer operations manager
- Customer relationship management.
You are expected to understand and satisfy the requirements of customers, possibly exceed them in each of these roles listed above.
Let’s take a look at some responsibilities of customer service managers.
Responsibilities Of Customer Service Managers
The work carried out by customer service managers vary depending on the type and size of the employing organization, typical activities of customer service managers are likely to include some or all of the following:
- Provide help and also advice to customers making use of your organization’s products or services.
- Communicate courteously with customers via telephone, email, letter and also physical interaction.
- Investigate and solve problems encountered by customers. Such problems may be complex or long-standing problems that have been passed on by customer service assistants.
- Handle complaints lodged by customers or any major incidents such as a security issue.
- Issue refunds or compensation to customers if need be.
- Keep an accurate record of discussions or correspondence with customers.
- Analyze statistical data or other data to determine the level of customer service being provided by your organization.
- Produce written information for customers of your organization, often involving the use of computer packages and software.
- Write detailed reports analyzing the customer service that your organization provides.
- Develop feedback or complaints procedures that customers will use.
- Improve customer service procedures, policies as well as standards for your organization or department.
- Meet with other managers in your organization to discuss possible improvements to customer service.
- Be involved in staff recruitment and appraisals.
- Train staff on how to deliver a high standard of customer service.
- Lead or supervise the customer service team.
- Learn about the products and services of your organization and also keeping up to date with changes.
- Stay up-to-date with developments in customer service by reading relevant journals, attending meetings and also taking up relevant courses.
Customer service managers are indeed special people as they have to deal with irate customers and also juggle a myriad of daily tasks. So what are those qualities that will set you apart as a great customer service manager? Let’s go!
How To Be A Successful Customer Service Manager
Be A Team Leader
Ability to lead a team is one key quality of an effective customer service manager. Naturally, people will follow confident leaders.
Your ability to lead a team enables you to motivate others, provide guidance and support in difficult situations to both customers as well as other members of staff, and keep spirits high to help a team or department perform well consistently.
A part of this your responsibility to keep spirits high is to recognize and also reward hard work, talent, and success.
Be A Good Communicator
You have to be a great and effective communicator to be successful in the role of a customer service manager. There is simply no shortcut around this. Communication al customer service goes hand in hand.
Whether it is over the phone, physical interaction or via email or letter, sound communication is required to ensure products and services are delivered as efficiently and effectively as possible.
Be A Good Listener
Communication is a two-way thing. As much as you have to be able to pass your ideas and information across accurately, you also have to be able to listen to the other party and pick the message being passed across.
So in addition to being able to communicate effectively both verbally and written, a good customer services manager is also a great listener. So, by listening well and to every side of a situation, a customer service manager is able to gather all the necessary information to make an effective and timely decision.
People who are good listeners are better equipped at building relationships with customers and colleagues and are able to effectively move ideas from one person to the next.
This goes along with listening. A customer service team that is attentive will operate at a personal level, tailored to each specific situation, rather than just provide a generic, scripted response and solution.
Attentiveness and personalization are key to great customer care, so a customer service manager who listens well is better equipped at driving attentiveness forward and also build a team, department or business with good customer service.
Customer services department can be quite challenging to work in as well as rewarding. To succeed in this role, patience is key.
Your method of handling a situation where you are dealing with an irate or frustrated customer can either calm them down and bring about the desired result or further infuriate them and worsen the whole situation.
Now that we have talked about the roles and qualities of a good customer service manager, how can you develop these qualities to help you become successful as a customer service manager?
While personal qualities such as patience are inherent characteristics within us, the skills and qualities required to be a successful customer service manager can certainly be developed and built upon. How do you do this? Read below.
Customer service training
Attending Customer service training will provide you with the necessary skills, knowledge, and competencies that are required to improve customer service skills and also increase customer satisfaction.
An engaging customer service course can be an effective way to develop and fine-tune customer care skills.
Customer service apprenticeships
Another way of developing skills and qualities to help you succeed as a customer service manager is to undergo an apprenticeship programme. A customer service apprenticeship teaches apprentices the required skills and knowledge to be effective in the industry.
It also teaches you all you need to know to be able to successfully work your way up the ladder of this highly challenging yet rewarding career.
We have looked at some tips to help you succeed in the role of customer service manager. Work on the qualities discussed here or go for proper training in order to advance your career as a customer service manager or kick start your career if you are interested in becoming one.