Ch 5: Customer Service Management

About This Chapter

Strong customer service is essential for any business, and this short chapter is designed to help your customer service managers understand and effectively assume their responsibilities. Use these lessons as a career development tool to enhance the performance of your customer service managers.

Customer Service Management - Chapter Summary

What does a customer service manager do? How do they recruit employees? What communication skills are crucial for these managers? These lessons will help the customer service managers in your employ better understand the roles they play and the duties they must fulfill. Your employees will learn more about:

  • The impact of customer service managers on successful business practices
  • Recruiting and hiring effective customer service personnel
  • Leadership skills required by customer service managers
  • Ways in which customer service managers communicate with employees

Short text lessons take only minutes to review and are accessible on any device 24/7, making it possible for your employees to receive training onsite or at home. Those using this chapter can take brief assessment quizzes to demonstrate what they have learned and whether they are ready to implement methods described in this chapter.

How It Helps

  • Promotes understanding of management role: Helps managers develop a clear grasp of what they need to do to be successful in their positions.
  • Enhances management skills: Shows your customer service managers how to build effective customer service teams.
  • Strengthens communication skills: Describes methods your managers can utilize to create the strong communications between management and employees that leads to an effective working environment.

Skills Covered

By the end of this chapter, your managers will be able to:

  • Ensure customer satisfaction
  • Understand their role in your company's success
  • Build a strong customer service team
  • Use the oral and written communication skills needed to develop capable customer service employees

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the How to Provide Excellent Customer Service in Retail course

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