5 Skills Needed to be a Successful Customer Service Manager

If customer service is your forte, you can explore many career opportunities, like becoming a customer service manager. Of course, there could be many challenges along the way. Keeping customers happy is not easy. If you have a knack for it, you can play a crucial role in the growth and progress of your organization. After all, no company can make it big if they cannot keep their customers happy.

Want to make a career in customer service? You must know how to deal with various situations every single day of your work. When something goes wrong with a customer, the customer service manager is usually the first point of contact. Communication can happen over the phone, online chat, email, or face-to-face.

The customer service manager plays one of the most critical roles in the success of an organization. The key responsibilities of a customer service manager are:

  • Working closely with the customer support team
  • Ensuring quick responses to resolve customer queries in an efficient manner
  • Encouraging the team to maintain an accurate record of all customer interactions
  • Using the knowledge and tools associated with the domain appropriately.
  • Deriving actionable insights from customer feedback and sharing with the team to nurture customer relationships
  • Conduct periodic evaluations to gauge the competency of the team

Here are the top skills a customer service manager must have to have a successful career.

1. Providing Leadership

Providing quality leadership is the most critical skill every manager must have. Customer service managers must also have a high level of leadership capabilities. You must know how to keep your team determined to deliver their best.

An important skill is to know how to play to your team’s strengths. You must be adept at people management to get the best from your team. Your attitude towards your team is a major factor in the success of your job. You must always be available to guide your team and give them a helping hand when needed. The trust and respect you place in your team will encourage them to perform better.

2. Team Training Capabilities

Providing your team with the appropriate training is the best way to prepare them to handle customer queries and complaints. So, customer service training must be done on a regular basis. The training modules must be regularly updated to incorporate newer issues and grievances. Regular training helps improve the confidence of the team, thus allowing them to face customers energetically and resolve their problems successfully.

The role of customer service managers is to keep a close watch on their team’s performance and provide them input on how to improve their performance in key areas on their own. So, they must be provided with suitable training materials to help them improve their all-around performance.

3. Powerful Communication 

A customer service manager must be mandatorily an outstanding communicator. Moreover, without this vital skill, you are less likely to succeed. Also, your responsibilities include holding meetings to review performance and plan future strategies. So you must be able to encourage your team to come up with solutions based on their experiences and improve customer service.

Communication skills are also needed to explain company policies to your team and customers. Communication skills help in collaborating and directing various teams to organize workflows.

4. Adept at Solving Problems

Your team may be adept at handling customer complaints. Still, there will be occasions when customers demand to speak to the manager or a higher authority. Your problem-solving skills can help you manage such situations effectively. A disgruntled customer might talk rudely or impolitely. You must know how to remain composed and respond to their needs by leveraging your problem-solving skills. It will also come in handy in team management and resolving inter-team conflicts and skirmishes.

5. Managing Team Performance 

The team manager must constantly track the performance of the team to decide whether they are providing the expected quality of customer service. So, you must learn to measure metrics like response time and resolution time to decide on individual performances. Other tools, such as contact ratio and satisfaction levels, are team metrics. They also provide an overview of team performance.

A good customer service manager will check the customer service metrics score as they offer a standard way of tracking performance. However, the best ones will not depend on them completely. Regular interaction with every team member is a better and more reliable way of identifying the roadblocks they might face. It will help you decide on the best solutions to help them overcome these challenges.


Being a customer service manager is definitely not an easy job. It requires a different outlook and the ability to have a broader approach to solving problems. So, you may have to deal with newer challenges and problems every day. You must also ensure that customer satisfaction remains high at all times. It is one of the most challenging roles in any organization. You must deal with the customers and team members. But the satisfaction can be immense when you perform your job successfully.