After sales service is such a branch of customer service, where team management along with synchronization is very much important & essential rather than other branches considering fact and figures of business environment and practice as the footfall of angry & impatient customer is a regular scene here.
Here customer service manager should play the role of striker heading to achieve expected customer experience. First of all, information flow is a must need. What is the actual demand of customer? How to achieve smiled face of them? Expectation of customer should be flowed without any type editing from technician or junior execute level to management level to get satisfactory quick solution. If manager can keep deep bondage with team and is open for all to listen then there would not be a blockage of information flow actually and timely. To reach out the goal, manager should keep in touch with team top to bottom practicing regular team meeting, problem tracking and regular effective result oriented following up.
A customer service manager can expect to be successful when he or she to be a leader first not boss for his or her team. Manager should have mind of work to reach in deep of problem in order to do proper analytical research and to show problem solving attitude. A good customer service manager should not have an attitude of only forwarding problems to subordinates without guidance.
There is no customer service problem in the world that has no solution. So, we have to sit, we have to discuss, we have to work together as a team, and of course, we have to do on time escalation to management.
Team management is better when team engagement is best.
And obviously it’s a must need to ensure expected customer experience through happy customer service.
Good discussion.
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