Customer Service Manager

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    As a customer service manager, your most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible.

    Customer service managers make sure that the needs of their customers are being satisfied. Your aim is to provide excellent customer service and to promote this idea throughout the organization you work for.

     

    Types of customer service manager

    Roles vary widely and job titles in customer service management include:

    • corporate services manager
    • customer care manager
    • customer operations manager
    • customer relationship manager.

     

    Employers of Customer Service Managers

    Customer service managers work in most industries, in a range of private and public employment sectors including:

    • retail companies, such as supermarkets and department stores
    • leisure and tourism organizations
    • banks and building societies
    • insurance companies
    • utilities organizations, such as gas, electricity and water companies
    • telecommunications companies
    • local government
    • health service providers
    • educational institutions

     

    Duties

    • Helping to build good customer relations
    • Recruiting staff and doing appraisals
    • Arranging staff meetings
    • Training and development
    • Handling complaints and queries (from customers and staff)
    • Sorting security issues
    • Financial responsibilities
    • Arranging promotional events

     

    Qualifications

    Although this area of work is open to all graduates, the following degrees may improve your chances:

    • business studies
    • consumer studies
    • management studies
    • marketing.

     

    Skills

    • communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals
    • listening skills, to understand exactly what customers require
    • problem-solving skills
    • confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
    • motivational skills and an ability to supervise and lead a team of customer service assistants
    • creative thinking, to be able to come up with new ideas to improve customer service standards
    • an ability to work well under pressure
    • organizational and planning skills to develop customer service policies
    • good personal presentation, especially when working with customers face-to-face
    • a commitment to improve your own customer service skills on an ongoing basis.

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