6 Essential Qualities Every Customer Service Manager Should Have
3 years ago by

What are the qualities of an ideal customer service manager? A customer service manager is responsible for ensuring consistent service to customers, hence he/she needs to be a great team leader and should always focus on innovating and improving customer experience. Customer service is a demanding and stressful job, a great manager always knows that he/she has to keep the team motivated and engaged. A competent manager has organizational skills and can handle difficult customer service situations. Customer service managers need to have a calm and positive attitude and they should also be good at multitasking. Another vital trait that a customer service manager needs is emotional intelligence since it helps in understanding the emotions of customers and the team. Here are some essential qualities that every customer service manager needs!

Should Know How to Build an Enthusiastic Team

One of the essential qualities of a customer service manager is being a great team leader. He/she should know how to create a team of individuals who are passionate about customer service. A customer service manager should understand the strengths and weaknesses of every team member and help them enhance their skills. Creating a motivating environment and giving incentives to staff which foster productivity are basics to ensure better service experience for customers.

Should be Calm, Optimistic and Good at Multitasking

A customer service manager needs to have a calm and positive attitude. Since it’s a manager’s job to delegate tasks to his/her team members and get things done, an optimistic and calm attitude is necessary for creating a positive work environment. When a manager has a calm and positive attitude he/she will always look on the bright side and help the team deal with the worst. The manager should also be good at multitasking, since his/her job would not just be managing and training the team, there are days when he/she has to take on other responsibilities as well.

Should Have Emotional Intelligence

A customer service manager needs to understand the problems faced by customers, relate to their emotions and show empathy. Emotional intelligence is an essential quality for managers to comprehend different customer service situations. Having emotional intelligence lets a customer service manager empathize with customers, be perceptive and prepare his/her staff for going the extra mile in making customers happy and contented. Emotional intelligence plays a significant role in the decision making process of a manager as well.

Should be Skilled at Strategizing and Crisis Management

Another vital skill for customer service managers is to be good at strategizing and crisis management. There are scenarios where a manager needs to step in and take control. In certain situations he/she needs to create a strategy for the team to take care of a crisis. The manager should be able to prepare for the worst with a solid service recovery plan. It is essential to keep the team calm and motivated during difficult times. The manager should have multiple solutions to the issue at hand and smartly prepare the team for handling crisis.

Should Help the Team in Achieving Goals

A customer service manager needs to be organized, have a vision and ability to see the bigger picture. He/she should not only define goals for team members but also help them in achieving those goals. A service manager should guide the staff and give suggestions to achieve better results. Managers need to know how to get assigned tasks completed as per deadline. He/she should also encourage and reward team members so they continue to give their best in the future.

Should Train the Team to Enhance Customer Satisfaction Levels

It is always an advantage when a customer service manager is a great trainer, being able to help his/her team build necessary skills in order to deliver better customer experience. A customer service manager should stay updated with latest customer service trends and conduct regular training sessions with the team. He/she should be able to guide representatives on different situations and give advice on best possible ways of serving customers. The manager should also ensure regular training exercises that teach customer service staff to be more efficient and creative while solving problems.


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