The complete burden of ensuring customer satisfaction lies in the hands of the Customer Service Manager. For one man to be on top of all the factors that govern customer satisfaction, he needs the perfect set of skills. Let us take a look at what makes a Customer Service Manager.
1. Team building
“A manager is not a person who can do the work better than his men; he is a person who can get his men to do the work better than he can.” – Frederick.W.Smith
The duties of a Customer Service Manager primarily lie in creating a team of individuals committed to the task of great customer service. This will include providing the necessary training to each individual in the team, understanding their strengths and weaknesses and continuously striving to eliminate barriers that bring down the quality of customer service.
2. Responsibilities as a team leader
The Customer Service Manager has to lead the team, keep the organizational spirits high and guide the team to do well consistently. It is also important for a manager to personally work with each and every team member on a regular basis to motivate them and guide them in case of tricky situations with a customer.
Along with the above, a manager has to build a framework of performance goals for each member of the team, on which they will be periodically evaluated for their incentives and appraisals. Successful teams are made out of passionate individuals who are highly engaged in their work. It is a Customer Service Manager’s duty to have a sound rewards and recognitions program to facilitate the same so that customer service is never deterred and the employees are always driven to perform better.
3. Delivery Metrics
It is also very vital that a manager is able to reduce the cost invested into the support process. For this cause, one has to actively monitor the help desk metrics on a weekly basis to track the areas that are slow or weak, discuss with the concerned employees to outline the reason for the same and do the needful to rectify the issues at the earliest.
Apart from this, there have to be competitive goals for the team members so that there is the hunger to chase down numbers and achieve stiff targets for overall productivity.
4. Customer Advocacy
At the end of the day, the most important metric to a support organization is the customer happiness. This entitles a manager to the job of analyzing complex issues from customers, troubleshooting and providing suitable solutions or in case of a delay, a right timeline for providing the same. He/she shall also have to demonstrate from time to time, the method of taking calls or replying to mails, stress on interpersonal skills and improve output from the team.
5. Emotional Intelligence
A manager is ill-equipped to run a customer service team, if he/she do not have contextual understanding of the customer’s problem. To be always informed about customer EQ, a Customer Service Manager has to not only endeavour to understand customer emotions but also the impact of the emotions on other customers and employees.
6. Strategies, Planning and Documentation
The responsibilities of a Customer Service Manager entails building strategies and planning for all kinds of request types and volumes and train the team to be always prepared for emergencies. There should be a comprehensive record of all the tickets, discussions with customers, critical issues and reports such that they will always help with future issues.
7. Innovation and Customer Engagement
An ideal customer support practice is not limited to only delivering good customer service, but also has to witness continuous improvement. A Customer Service Manager’s focus should be on driving innovation, enhancing the support both in terms of voice calls and emails and make it an enriching experience for both the employees as well as the customers.
To conclude, the ideal Customer Service Manager has to put in his best efforts to improve customer engagement, keep customers regularly informed in advance of any hassles/downtimes that are about to occur and build long lasting customer relationships, so that customers keep coming back to give business to the organisation.