What are the skills required for a customer service manager?

Question

Zippia Team · Accepted Answer

The skills required for a customer service manager are a mixture of hard and soft skills needed to help meet and exceed customer needs. These skills include team building, leadership, customer engagement, strategic thinking, data-driven, customer advocacy, and emotional intelligence.

Team Building: The ability to create a team of individuals committed to providing exceptional customer service. This starts with hiring the right candidate.

Leadership: A great customer service manager leads by example. Whether it means getting their hands dirty or keeping the organizational spirits high, the customer service manager must set a good example.

Customer Engagement: Ability to enrich experiences for both the employees and the customers. Especially in this digital era, an ideal customer support practice is not limited to delivering good customer service but witnessing continuous improvement.

Strategic Thinking: The goal of the collaboration is to have more satisfied customers with a loyal base and more engaged employees. This means building and planning customer-centric strategies.

Data-Driven: A customer service manager needs to create measurable goals and provide key stakeholders with data-driven insights. Making data-driven decisions helps remove roadblocks, thus reducing the cost invested in the support process.

Customer Advocacy: This is about building mutually-beneficial relationships to enhance company value and revenue while at the same time providing nothing but the best experience for the customer.

Emotional Intelligence: The ability to recognize and manage your emotions and others'. In customer service, this means being aware of your own emotions and handling your customers' concerns appropriately in difficult situations.