What is customer service management?
Customer service management is a critical aspect of customer purchase experience in the pre, during, and post-purchase customer service.
Customer service alone can make or break your entire business. Eighty-nine percent of companies compete based on it. It will become a much more crucial qualifier of excellence than price or product quality.
You must provide excellent customer service to your clients. Only then can you ensure a positive impact on sales and customer lifetime value. There are specific tips, tricks, and tools that can help in delivering excellent customer service.
However, before we dive deep into these tips and tricks, we need to establish who is going to manage your customer service and check if your company customer service goals are fulfilled.
Customer service manager job description
What does a customer service manager do?
The basic description of the customer service manager is that he/she ensures customer satisfaction by managing and training the company’s customer service representatives.
Here are a few customer service manager duties:
- Replies efficiently to customer service problems
- Manages customer service representatives
- Trains new hires (customer service reps)
- Sets and tracks goals for improved customer service
- Records and creates reports of all customer service activities
How much does a customer service manager make?
Salary can vary depending on your location. As for the US, it can vary from approximately $82,000 – $129,000, according to Salary Research.
Handy customer service management tips
Here are some customer service tips your business should use when dealing with customers;
1. Be consistent and empathetic with your tone
You might think that a given query of a potential customer is fundamental. But, you must deliver the same consistency, patience, and empathy in your response as you would for a legitimate issue. Every customer problem matters. The magnitude of it doesn’t matter.
2. Keep learning
No two customers will be the same. So, your customer service team will learn something new with every situation. Be prepared to handle surprises. Try to look at each customer as a resource. Learn from them.
3. Always ask if your customers are following through
It is easy to assume that your clients understand. But this is not always the case. Make sure you are clear with your communication. Thus, keep asking them if they understand your point. The last thing you need is for them to get the wrong idea about a product, and ultimately be disappointed.
4. Know when to say “I don’t know”
Yes, your customers expect you to know how to deal with their problems. You don’t want to send off an incompetent image of your business. But, certain things fall outside your expertise and responsibility. Here, it is okay to relay the same to your clients and direct them towards other relevant people of the company.
5. Accept the harsh words
They say that a customer representative needs to have thick skin. Why? This is because customers are always right, even if they are wrong. You must swallow your retorts and accept their negative feedback. Thus, use positive language throughout and be apologetic even if it is not your fault. You need to keep your customers happy, and for that, you have to be on their good side.
6. Pay close attention to customer touchpoints
Customer service management is not only about resolving queries. It is also about enhancing the entire customer experience. To do so, you need to be attentive regarding the various touchpoints. So, look at the quality of your service during the trial, sign-up, and on-boarding process. If you see any lapses, address them.
It isn’t just about resolving issues. Your customers need to feel heard. And for this, you need to be a great listener. Listen patiently, actively, and intently to their problems. Empathize with them. Rephrase to ensure you understand their concerns. And then solve them accordingly.
Customer service management: The road to satisfied customers
Customer service management refers to strategies, tools, and practices a company can use to manage, analyze, and excel in customer interactions. The goal of data gathering is to enhance customer relationships and loyalty.
Here are certain tricks that can help make customer service management a breeze.
Use self-service tools for basic queries
You can only have so many customer representatives on your team. If these reps were occupied by basic queries, you are bound to lose out on productivity. Therefore, opt for self-service tools like extensive FAQ sections, or automated responses to questions via chatbots. This reduces the reliance on customer reps and also enhances customer experience since such customer support solutions offer prompt replies.
Train your employees
We mentioned how it is essential to be empathetic and understanding to customers. At the customer service management level, this means training your employees effectively. Thus, make sure they know how to manage complex problems and are well-versed in the company strategy about customer communications.
Use social media
Apart from resolving queries on call, make use of your social media presence to manage your customer relationships. Considering the sheer number of people that use social media, presence on such platforms will bring convenience to your clientele.
Have a strategy in place
Make sure you and your team know exactly what to do. This can be ensured by having a well-organized and thought-out strategy in place. A tool such as LiveAgent may come in handy. They allow customer service departments to record all call interactions with the users and then assess its implications for strategy development.
Use the right solution
To provide effective customer service, you need the right kind of support solution. LiveAgent help desk software is your one-stop shop when it comes to customer support. It has a built-in universal inbox that streamlines customer queries from multiple communication channels, including social media, live chat, email, phone, and community forums. Each customer query is automatically converted into a ticket and automatically distributed amongst your support agents. The software also tracks employee performance and activity so you can have an overview of what your agents have been doing. In addition to that, the software enables you to create unique tags to filter tickets according to urgency or subject matter.
Top tools for customer service management
You can’t improve your customer service unless you have the right tools with you. Collaborative, team, and communication tools that help integrate the department from within can do wonders in boosting customer experience. Here are tools that you can use;
LiveAgent is a customer service management software that helps your support/service team to efficiently and effectively deal with all kinds of customer inquiries from one interface. No need for switching interfaces. You can easily save the time of your agents, customers, and ultimately for your company. Moreover, you can create a Customer portal that will enable you to provide customer service/support for 24/7 without spending additional resources on more customer representatives.
Customer service breaks down if your company isn’t able to provide seamless communication between the retail outlet, headquarters, and customers. Zipline is a retail communication software that can be used to manage your various brick-and-mortar stores effectively. The cloud-based software allows you to share documents and messages within the hierarchy.
Salesforce is a customer relationship management software that offers packaged customer support solutions to its users. It has a multi-channel console, pipeline tracking, and 360-degree customer reviews. This helps in streamlining customer interactions. Moreover, the software offers self-service options as well, which allows customers to keep track of their complaints without constantly contacting the customer service representative.
HubSpot is a sales and marketing software that offers an array of customer service features as well. This includes offering live chatbots, collecting customer data, and offering Knowledge Base for converting standard complaints into questions, etc.
Don’t have a narrow approach to your business. Rather than just focusing on one department, have a holistic view. Give as much priority to streamlining your customer service function as you do to your product development function. Don’t underestimate the power of a quality customer experience. It can convert a one-time customer into a loyal one. Incorporate these customer service management tips to elevate the purchase experience for your customers.
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- Customer Service Management (Explained)
- Set Your Customer Service Department Up For Success (Tips)
- Customer Service vs Customer Support (Explained)
- Customer Service Manager (Explained)
- Customer Service Checklist – solve your customers problems like a pro
- Customer Service Standards Checklist – deliver an excellent customer experience
- Customer reps are more than just employees (Examples)
- Customer service theory (+Benefits)