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When hiring a customer service manager, most companies require limited education because of internal needs and high turnover rates. Those who pursue lifelong careers as customer service managers will need the right skills and academic training.
Essential Abilities
Customer service experts need to have excellent interpersonal and communication skills because they must actively listen to customers, identify the root cause of issues and help resolve problems in ways that keeps customers happy. Those who correspond with clients via text, email or live chat will need impeccable writing skills and knowledge of grammar.
Because customer service managers oversee units of customer service reps (CSR), exemplary leadership skills will enable them to motivate, discipline and coach team members. Due to the fact that customer service managers deal with irate or confused customers, they must remain polite, patient and professional during stressful situations.
Customer Service Management
Many customer service managers start their careers as customer service reps who work their way up into management. Entry-level customer service reps must have a high school diploma with demonstrable people and technology skills. Almost all companies offer on-site training, which lasts one to three weeks, but some companies only provide a day or two of training. Internal training programs will ensure that employees who represent the company are properly trained to deal with clients, handle sensitive issues and behave in helpful and productive ways. The goal of all public interactions is to promote new or return business while maximizing the business’s profit.
Customer Service Degrees
When it comes to customer service management degree programs, many colleges use case studies, simulated situations and project-based learning to develop and enhance the skills needed to succeed in a variety of sales and service environments. Core topics include strategic planning, goal setting and organizational leadership. Classes on soft skills teach about social and emotional intelligence as well as personality types and differences. Marketing strategies, such as inside and outside selling, and sales strategies are also taught. Coursework on technology includes classes on Microsoft Office, sales and marketing programs and social media platforms. Students will also learn how to understand and take advantage of diverse employees and work environments.
Career Example
Students who want to become hospitality-based customer service managers may work in hotels with various responsibilities. Some may be responsible for managing the front desk operations and the check-in experience, while others will oversee catering or concierge services. A small amount oversee event planning and management.
Related: What Business Degree Would be Good to Earn to Become an Event Planner?
In small inns and motels, customer service managers will be responsible for carrying out many different duties, such as personally responding to guest problems or delivering requested services. All of these managers must ensure consistent quality at every point-of-sale and point-of-contact. A degree in hospitality management is highly recommended.
A customer service manager may be responsible for everything from planning operations to ordering products to scheduling staff. They may also enforce policies, create training programs and evaluate staff performance. Customer service managers work in retail, banks, stores and call centers.
