Customer service || the role of head of service

In customer service the role of head of service is such a vital along with burning coordinating position where management expectation, sales expectation, audit expectation, SCM expectation, Factory expectation, SQA expectation, QC expectation, R&D expectation, Accounts expectation, Finance expectation, IT expectation, operation expectation, Technology expectation, Call center expectation, Marketing expectation, Product expectation, others relevant stakeholders’ expectations and definitely customers’ expectation merge together. No doubt it’s a challenging functional position as at a time to satisfy all stakeholders is really tough. But responsibility is responsibility where no other option than trying continuously to solve customer complaints! Logically head of service should be a strategically position whose main work would be focused on planning & designing rules and regulation with proper synchronization with budget and to motivate teams targeting company profit. In customer service sometimes some decisions are to be on demand based. So in practical, head of service has to engage in work not only in strategic level but also in operational work. Obviously that’s a loaded duty! A passionate, practical and cool brained customer focused strong leader can be successful as a head of service if he can manage good correlation with all stakeholders showing always positive attitude. Otherwise, the position may be turned to a dangerous position to be ashen anytime!!