There’s a new focus for many companies in Scotland, with customer service moving to the top of their list of business priorities.
The reason for this fresh emphasis is because as customers we, the pesky public, are engaging with companies more than ever; not just through traditional face-to-face encounters or via call centres, but also online via social media.
All of these customer channels demand excellent service, with immediate and satisfactory feedback – and this means customer service management is having to step up to the plate.
A highly sought after and challenging role, the customer service manager commands a better wage packet, added responsibilities and the lead role in a team.
But what about the aspects of customer service management that lie underneath the surface?
This type of management needs a lot more than normal leadership skills. The role demands flexibility in an ever-evolving market, so experience will be called upon to continually adapt.
You will also be charged with helping shape strategies and to problem solve on the hoof.
You can even help shape the company’s ethos and business direction. And that includes product creation, language choice and everything to do with how the business portrays itself.
Basically, as customer service manager, your opinion matters.
Next up, is the necessity of people management. Not in a bossy way; in a watch people grow through their careers kind of way.
You’ll oversee staff, assign them roles and help lay the foundations of their own success. Knowing you had a direct impact on that person’s rise, not just professionally, but personally too, can be a great feeling.
You can really help people make something of themselves, just as someone once helped you.
And remember the thing about variety being the spice of life? Prepare yourself: this job changes with every new product, customer, member of staff, technology and media platform.
Customer service managers are at the heart of an organisation. Practise proactive thinking at this level and you will soon become intuitive to new changes and be right on top of customer service, whatever is thrown at you.
So, if you’re planning on making that final push to stepping up to a manager’s role, consider the bigger picture: the one where you take the bat and step up.
You will be challenged. But you will stare down the pitcher and you will smash it.
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The best customer service manager knows how to hit a home run for the team.