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What HR Managers Are Looking for When Hiring a Customer Service Manager

Qualified Customer service managers are essential for any business that wants a great customer experience. They play an indispensable role in ensuring customer satisfaction and loyalty by continuously learning about and advocating best practices. They often work across teams and departments — such as sales, finance, marketing, and operations — to ensure a seamless customer journey. So when considering candidates for a Customer Service Manager role, savvy HR Managers know that only the best and most highly qualified talent will do. Let’s learn why…

The Role of the Customer Service Manager

The role of a Customer Service Manager is multi-faceted. They manage customer relationships, monitor and analyze customer feedback, resolve complaints and disputes, and ensure customers receive the best possible attention and care. They also have to ensure that all customer-related activities are carried out in accordance with company policies and procedures.

In addition, Customer Service Managers are responsible for developing strategies that enhance the customer experience as well as creating policies and protocols for managing and resolving issues effectively. They help establish a company culture where customers feel heard, valued, and appreciated. As we have gone over in previous blog posts, a direct correlation exists between a positive customer experience and business profitability, which is why this role is so important. 

Why HR Managers Value Customer Service Manager Training

Customer Service Manager Certification is like a stamp of quality for HR managers since this level of training gives a candidate the knowledge and skills needed to hit the ground running and be successful. They are also up-to-date with the latest trends and tools in the industry, so they can better serve their customers and convince management when change or improvement is needed.

What a Quality Customer Service Manager Training Program Should Include

Certified Customer Service Managers receive training in advanced communication skills, customer service leadership, strategy and measurement, and conflict resolution. Examples of training modules include:

  1. Advanced Communication Skills – With the ever-changing landscape of technology, communication is more critical than ever. Advanced communication skills include active listening, non-verbal communication, empathy, clear and concise writing, reporting, and public speaking.
  1. Customer Service Strategy – A well-thought-out customer service strategy can help businesses differentiate themselves from their competitors and create a positive customer experience. By knowing and understanding the needs of their customers, Customer Service Managers can develop strategies that focus on providing and maintaining excellent customer service while also achieving organizational goals.
  1. Customer Service Infrastructure – Customer service infrastructure is the backbone of any successful business. This framework allows customers to connect with a company and provide feedback regarding their experience. It includes customer service channels such as phone, email, chat, and social media. Knowing how to build a service infrastructure is an essential part of customer service management training. 
  1. Customer Satisfaction Measurement  –  Knowing how to measure and analyze customer satisfaction is very important. There are various methods to measure satisfaction, ranging from traditional surveys to more modern techniques such as AI-driven sentiment analysis. Customer Service Managers can use these tools to gain insights into customers’ experiences, preferences, and overall satisfaction with their products or services. 
  1. Leadership for Service Excellence – Last but not least, learning how to lead teams in any sector requires a unique combination of management training and experience, but managing a customer service team takes leadership to another level! This is why world-class customer service manager training programs dedicate much of their content to developing leadership skills.

In summary, HR Managers prefer to promote or hire Certified Customer Service Managers because it makes business sense! They bring in-depth knowledge, highly developed communication skills, advanced analytical abilities, and leadership insight to ensure an outstanding experience across all customer touchpoints. 

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Customer Service Institute of America