We are independent & ad-supported. We may earn a commission for purchases made through our links.
Advertiser Disclosure
Our website is an independent, advertising-supported platform. We provide our content free of charge to our readers, and to keep it that way, we rely on revenue generated through advertisements and affiliate partnerships. This means that when you click on certain links on our site and make a purchase, we may earn a commission. Learn more.
How We Make Money
We sustain our operations through affiliate commissions and advertising. If you click on an affiliate link and make a purchase, we may receive a commission from the merchant at no additional cost to you. We also display advertisements on our website, which help generate revenue to support our work and keep our content free for readers. Our editorial team operates independently of our advertising and affiliate partnerships to ensure that our content remains unbiased and focused on providing you with the best information and recommendations based on thorough research and honest evaluations. To remain transparent, we’ve provided a list of our current affiliate partners here.

What is a Customer Service Manager?

By Cassie L. Damewood
Updated May 17, 2024
Our promise to you
WiseGeek is dedicated to creating trustworthy, high-quality content that always prioritizes transparency, integrity, and inclusivity above all else. Our ensure that our content creation and review process includes rigorous fact-checking, evidence-based, and continual updates to ensure accuracy and reliability.

Our Promise to you

Founded in 2002, our company has been a trusted resource for readers seeking informative and engaging content. Our dedication to quality remains unwavering—and will never change. We follow a strict editorial policy, ensuring that our content is authored by highly qualified professionals and edited by subject matter experts. This guarantees that everything we publish is objective, accurate, and trustworthy.

Over the years, we've refined our approach to cover a wide range of topics, providing readers with reliable and practical advice to enhance their knowledge and skills. That's why millions of readers turn to us each year. Join us in celebrating the joy of learning, guided by standards you can trust.

Editorial Standards

At WiseGeek, we are committed to creating content that you can trust. Our editorial process is designed to ensure that every piece of content we publish is accurate, reliable, and informative.

Our team of experienced writers and editors follows a strict set of guidelines to ensure the highest quality content. We conduct thorough research, fact-check all information, and rely on credible sources to back up our claims. Our content is reviewed by subject-matter experts to ensure accuracy and clarity.

We believe in transparency and maintain editorial independence from our advertisers. Our team does not receive direct compensation from advertisers, allowing us to create unbiased content that prioritizes your interests.

A customer service manager is the person who is in charge of customer relations and the personnel who provide it. These professionals can find work in nearly any industry, including retail, manufacturing and utility companies. Many often work in centralized call center environments as well. The satisfaction of customers is normally the manager's top priority. He is often called upon to resolve conflicts involving customer complaints about service or merchandise.

To keep customers happy and encourage them to return, the customer service manager typically trains the staff in good service techniques. The scope of complaints is normally large, so the manager commonly presents various scenarios to the personnel to demonstrate how conflicts can best be resolved. Creative solutions suggested by the staff can frequently result from these role playing sessions.

In a retail setting, accurate processing of purchase transactions normally enhances customer satisfaction. The manager customarily trains the staff in all aspects of cash register operations. He teaches them how to quickly and correctly process cash and check transactions as well as handle credit, debit and gift card purchases.

If the business accepts returns, refunds and exchanges, the customer service manager commonly educates the staff on these procedures as well. He normally explains restrictions and exceptions on these transactions, and he describes the paperwork involved to guarantee compliance with the store’s policies and procedures.

Dealing with irate customers is a common job requirement for a customer service manager. He trains he staff to deal with angry customers or clients in a calm manner and teaches them how to quell an inflamed situation. In extreme cases, the customer service manager will be called upon immediately to handle the problem.

Being aware of promotions and sales is normally considered an important part of good customer service. To make sure his staff is knowledgeable in these areas, the customer service manager normally briefs them on sales and specials. He may also advise the staff on how to creatively cross sell items to increase sales and boost customer approval.

Aside from training his staff in good customer service practices, the customer service manager has a variety of administrative duties. He is typically in charge of personnel scheduling and training new employees. Along with other managers, the customer service manager develops and implements ways to increase profits and reduce losses. Management regularly advises the staff on loss prevention measures. They often explain how loss prevention helps keep prices competitive through reduced overhead.

Customer service management jobs normally require a high school diploma or equivalent. There are sometimes management training programs available at community colleges or through company-offered training initiatives. It is common practice for managers to be promoted from within the operation based on performance and initiative.

WiseGeek is dedicated to providing accurate and trustworthy information. We carefully select reputable sources and employ a rigorous fact-checking process to maintain the highest standards. To learn more about our commitment to accuracy, read our editorial process.
Discussion Comments
WiseGeek, in your inbox

Our latest articles, guides, and more, delivered daily.

WiseGeek, in your inbox

Our latest articles, guides, and more, delivered daily.