Question

When interviewing a Customer Service Manager in any industry. What would be the most important aspects of serving customers in the Manager's perspective? I would like a minimum of three aspects, but more would be fine. Rank them in order of importance and explain the reasoning behind their rankings.

Answer 1

Customer Service Manager plays an important role in any industry.They need to provide the best service to the customers so that they help in the growth of the industry or an organisation. If a customer is not satified then the products or sevices of the industry will come to a decline and there wil be no buying from the customers.

The main aspect is communication with the customers via emails, telephone, face to face, letters. If a customer is not satified then the manager should take a note of the complaint received from the customer. Customers are king and if they are not satisfied then organisation's product or services will not sell. This can lead to the downfall of the organisation.

For example, Amazon is an ecommerce company which helps to sell the products and services to customers. If there is any issue or complaint they can contact through calls, emails, messages. If there are more ways to communicate with customers then the problem can be solved more easily and fast.

Keeping a track of certain customers which have complaints regarding a product or service can be easily tackled and lesser time.

So the main aspects are communication, administrative skills, full or thorough knowlegde of the organisation's service or product, problem solving, working under pressure.

1) Communication- There needs to be a proper communication between the manager and the customer. It can be done via emails, face-to-face, telephone, letter. It plays a vital role in the organisation to help the customers in providing better services and products.

2) Thorough Knowledge- Customer Service Manager needs to have thorough knowlegde of organisation's products and services. This will help the customers solve its query or issue with the service or product.

3) Problem Solving- Manager should have a quality of problem solving so that the complaints are reduced. If complaints are more then the customer will stop buying from the organisation.