All the way from the parking lot, right into your establishment, potential customers are making decisions regarding your company’s image and brand. While you can do a lot to strengthen your image with top-notch advertising and marketing, the best time to prove yourself to your customers is through their engagement, be that via phone, online or in person
Having a capable customer service manager who possesses the skill sets needed to guide your customer service team is key to customer retention and a positive brand image. Ultimately, the customer service manager’s daily actions and overall management methods should reflect the image and goals of your organization. But what exactly are the qualities of a great customer service manager? Below is a list of 6 habits that customer service managers should have.
1. Use the right language when engaging your team
When attending to your team’s issues and concerns, remember to use positive language in order to minimize the negative outlook regarding the situation. Your words are very powerful, and they can be used to create trust between you and your team. Make sure that you are always using positive language when providing feedback to your team members.
For example, instead of saying, “Don’t say I’m sorry to the customer when they say they are dissatisfied “, consider saying “A better response to this customer’s comment is I understand, how can I help you resolve this? “. Also, be sure that you are remaining your true, authentic self. Keep positive and calm, even when your team members are venting or are seemingly overwhelmed.
2. Be open to feedback
Requesting and analyzing feedback from your team and organization can only help you as a customer service manager. Use one-on-one sessions, weekly meetings, and even departmental surveys to see how both your team and other departments view your performance levels. When you have an understanding of the areas, if any, in which you can use a bit of improvement, you can stay ahead of the game by narrowing your focus on these specific aspects.
3. Always practice active listening
When customers engage with your team they are looking to be heard and served, and to feel truly understood. Coincidentally, as a customer service manager, these are the same things that your team is looking to receive from you. You should approach every conversation with your team members with the goal to discover something new about their daily activities. Be sure to ask questions for clarification if needed, and provide feedback summarizing what they’ve discussed.
4. Empathize with your team’s concerns
Showing that you have the ability to understand how your staff is feeling is crucial to being recognized as an effective leader. When listening to their concerns or frustrations, try to see the problem through their eyes and imagine how you’d feel if you were in their shoes.
- Would you struggle with the next call after being berated by an angry customer?
- Would you feel disenchanted if your direct report took two days to reply to your email?
Team members will be much more receptive if they feel understood and supported by you.
5. Know your systems and processes like the back of your hand
As a manager, your team will come to you with all sorts of problems, and they’re looking to have you resolve them quickly. If you struggle to maneuver through ticket systems or aren’t sure about your company’s policies and procedures, this could make you look uninformed and incompetent. Always be sure to stay on top of the latest customer service policies, system updates, and human resource guidelines and be ready to answer questions from your staff about them.
6. Sharpen your communication skills
More than likely, as a manager part of your job description will be to teach and coach your staff. In order to do this efficiently as well as provide support for them with their daily tasks, you must be an excellent communicator.
You’ll need to be able to evaluate the work of your team members and provide useful feedback for their improvement. It all comes back to active listening and being able to offer ways to help them overcome any hindrances to their performance.
Great communication skills will not only help you retain good workers but will also help to promote a positive work environment, and it’s no secret that a positive work environment is conducive to increased productivity.
Some of these skills and habits may come naturally to a customer service manager, while others may take time and practice. Overall, the key to great customer service management is communication and patience.