Skills They Make a Good Customer Service Manager
In any business, the customer service manager is one of the most important members of the employment team. In fact, an untrained manager can hinder the growth of a business. They are responsible for managing the team members who are responsible for providing exceptional service to the customer. A trained customer service manager will have the necessary knowledge to teach their team members the importance of good customer service, such as building the company’s reputation and to increase business. The only way to ensure a company has a solid team is to ensure that they have a solid leader. Customer service management training programs are the only way to make sure a customer service manager is qualified to fill this role. The training program will not only teach the manager the skills of quality service but how to pick team members who share this vision. During this training program the manager will learn the skills they need to help them accomplish this goal.
Hire the Right People
Finding employees that share a vision for high customer satisfaction can be a challenge. A good customer service manager should always be recruiting new team members that can fill any openings to enhance their team or to boost the skills of the their team. They will always have their eye on the look out for applicants who are committed, skilled and pleasant.
Training is by far the most important component. Even if you hire the most skilled and experienced employees, providing them with the necessary skills is the only way to prepare them for proper customer interaction. Many, if not all, of the things addressed in the management level customer training course should be implemented into the employee level training module.
Every customer service manager should know how to listen, and do so carefully. Any team member that is involved with customer interaction should be an expert at asking on-target, open-ended questions that will drive the customer to provide you with the information you need. The only way to truly understand the customer’s issue or problem, is to be quiet enough to actually hear it.
Use Good Judgement
Contrary to what everyone always says, the customer is not always right. A customer service manager needs to be trained on good judgement in order to differentiate between the two. There is a difference between satisfying the customer and allowing the customer to take advantage of the company. A trained customer service manager should be able to clearly tell the difference and deal with the customer accordingly.
A good customer service manager understands the importance of creativity, especially with customer interaction. In many situations, the best outcomes to irate customers are those that can’t be found in a training manual. They are the ones that use everyday practical skills to reach a positive solution. Consider alternatives that will help to satisfy the customer using unconventional manners.