The customer is always right! Maintaining a good customer relationship, even when the consumer is dissatisfied is vital for any business selling a product. It is the job of the customer services department, and ultimately the customer services manager, to ensure all consumers are happy and complaints are dealt with in a timely and efficient manner. Most people's experience of customer service personnel is phoning an automated call centre, which in itself can lead to disgruntled customers. In an age of online retail, maintaining good customer service standards has become even more important.
The role may involve meeting customers face-to-face, answering phone calls or responding to e-mails, but all will have the same goal, to convince the customer that any dissatisfaction was a one off and encourage them to become a repeat customer. This can be done with some kind of compensation, such as money back or vouchers, or by offering some kind of additional benefit or special deal. As this is a management position there will be a team of customer service executives to control and any decrease in customer satisfaction will be blamed on the person in charge.
The main responsibility of the manager is to ensure that all disappointed customers are at the very least satisfied with the customer service. Although the manager will not deal with the consumers directly, it will be their task to train all new personnel and oversee all staff to ensure that all complaints are dealt with diplomatically, efficiently and fairly.
Along with experience in the industry and great customer service skills, the customer service manager will also require good leadership skills to ensure the department runs effectively. Knowing how to train and get the best out of staff will help ensure they all care about the company, the product and ultimately, the customers.