Customer Service Manager

what Customer Service Manager DO?

As a customer service manager, you can work in a number of industries, managing teams and delivering customer-driven targets. Customer service managers ensure that the needs of their customers are being satisfied.

Your aim is to provide excellent customer service and also to promote this idea throughout the organization you work for.

You might work at various levels, from head office to the front-end of the business and in most cases will be:

1. Helping to build up and implement a customer service policy for an entire company.

2. Finding ways to measure customer satisfaction and improve services.

3. Managing a team of customer service staff.

4. Handling face-to-face inquiries from customers

what Customer Service Manager Responsibilities

Although the work may differ, with regards to the type and size of the employing business, typical activities are likely to include some or all of the following:

1. Providing information to customers using your organization’s products or services.

2. Communicating courteously with customers by telephone, email, letter, and face-to-face.

3. Investigating and solving customers' problems, which may be complex or long-standing problems which may have been transferred by customer service

4. Handling customer complaints or any major incidents, such as a security issue or a customer being considered ill.

5. Issuing refunds or compensation to customers.

6. Keeping accurate records of discussions or correspondence with customers.

7. Analyzing statistics or other data to determine the level of customer service your organization is providing.

8. Producing written information for customers, often involving the use of computer packages and software.

9. Writing reports analyzing the customer service that your organization provides.

10. Developing opinions or complaints procedures for customers to use Improving customer service procedures, guidelines, and standards for your organization or department.

11. Meeting to managers to discuss possible improvements to customer service

12. Involvement in personnel recruitment and assessments

13. Training staff to deliver a higher standard of customer service

14. Leading or supervising a team of customer service staff

15. Learning about your organization’s products or services and keeping up to date with changes

16. Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending programs

What to expect:

Work is usually completed from an office or from a customer services desk in a public area, like a shop or a place. Self-employment is not common.

1. There are opportunities to operate all parts of the UK, particularly in large towns and towns.

2. Some firms have relocated their call-center provision overseas. There may be opportunities for UK customer service managers to
work overseas in either everlasting or short-term positions.

3. If you have face-to-face contact with customers, you must have a good appearance and you could be required to wear a uniform.

4. Whatever the setting, you will need to behave in a calm, professional and responsible manner at all times.

5. The work may be stressful when you are dealing with customers who are annoyed or angry.

6. Customer service managers usually work from just one location, but some spend their time visiting customers or traveling to other sites within
the organization.

Visits are usually local, so as to return to work or home the same day, but you may occasionally have to travel long distances during the UK and this might involve overnight keeps.

Customer service managers are like marketer he has to maintain his cloths his body language and most important convincing power. Customer service managers work as same as marketing executive do.


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