Customer Service Department: Role & Tasks

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  • 0:01 Purpose of Customer Service
  • 0:22 Customer Service Roles…
  • 2:20 Customer Service Delivery
  • 3:12 Lesson Summary
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Lesson Transcript
Instructor: Tara Schofield

Tara has a PhD in Marketing & Management

A company's customer service department makes a significant impact on the success of the business. In this lesson, we will explore the role and tasks of this important department.

Purpose of Customer Service

Setting up a customer service department requires thought and planning to ensure the goals of the company are met, and customers receive exceptional service. Identifying the roles and tasks in the department helps to strengthen the company's brand, build loyalty, and ensure all customer issues are appropriately handled.

Customer Service Roles and Tasks

Establishing customer service roles in the customer service department requires planning and organization. The type of business and the expectations of the customers must be considered. If your business offers products at a lower price point, the follow-up to customer purchases may be less formal and not as expected than if you offer large-ticket items.

For instance, if you own a car dealership, it is appropriate to follow-up with customers at regular intervals to ensure they return to purchase another car and recommend your business to their friends. On the flip side, if you own a fruit stand, you will likely not contact customers away from your stand, nor will the customer spend thousands of dollars at one time. They may return for fruit, if you have high quality products and they have a pleasant experience, but you won't need a customer service division to ensure customers return long-term.

Some of the most common customer service roles include:

Entry-level customer service: These individuals offer basic information and respond to general questions by customers. Have you ever seen a greeter at the front door of a business? This position is considered an entry-level customer service role.

Account managers: An account manager typically handles a designated group of clients and handles the issues each customer encounters. This person usually handles all questions, problems, and issues that affect his customers.

Customer service manager: A customer service manager often trains, manages, and motivates her team. She is responsible for problems that are escalated from her employees. For instance, if a customer has a problem that is not resolved with entry level or account level personnel, that customer may ask to speak to a manager. The manager likely has more options to resolve issues, give customers a special offer or incentive, and ensure the customer is satisfied.

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