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New Customer Service Manager

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#1   Posted: 25 Feb 2006 13:48

I have just become my companies customer service manager. I am confidient that I have the ability to do this job with the correct training, but I am a little nervous about how my co-workers are going to view me. Does anyone have any suggestions?

#2   Posted: 12 Apr 2006 05:31

Hi Nicole,
The way your co-workers views you has a lot to do with how confident you are about your abilities. You should be on top of things bearing in mind that you have to carry people along in your course of work. These will speak volumes... You cant immediately judge our abilities from their point of view unless they are very objective. It is alright to be nervous but dont allow it affect your job.
I wish u the best.


#3   Posted: 13 Apr 2006 16:24


Congratulations. Are you nervous because you are now their manger and you were previously on the same level? If this is so, try and get them involved as much as possible. One way of doing this is to request their suggestions, howevever, ensure that when you get suggestions you examine them and discuss with your co-workers.

All the best.


#4   Posted: 25 Apr 2006 07:24

Dear Nicole,
Congratulations, I think CSM will be interesting and will have a big challenge for us in the career.

I will rotate my next job to be a CSM in my company, I have work in my company for 17 years, I am look forward the new opportunity and have the chance to learn
the experience from you.

Dear Partners,
Learn from expert and commit to the excellence then your career is unlimited.

It's my honor to join CSM in my career and as the members of CSM.
Have a nice day.

JT 2006-04-25

#5   Posted: 30 Apr 2006 16:54

i've just been recommended to take on the job of Customer Care Manager in my organisation. first instance i was thrilled and excited, and now i am feeling exactly the same way Nicole is/did. i know i have the ability to carry out this task of customer care management, it is in my nature as well, which makes it alot easier for me. But i am worried about how my staff will react to this because they are alot older than i am, and for someone coming from IT to a more customer service focussed dept, what do i know about customer care!
Your comments or suggestions will be greatly appreciated!

#6   Posted: 18 Jun 2006 10:18

Whether working with customers, peers, or direct reports, it all comes down to relationships. Regardless of where you came from department wise, or what your experience level is in customer service, think, react, and deliver as if you were the customer. Don't be afraid to make mistakes, but be prepared to admit when you made a mistake and apologize. Acting with integrity and being humble about your work and position will earn the respect of those you interact with, no matter who they are in the chain of command.

#7   Posted: 14 Jul 2006 23:48


Any job that we take has to done with passion and not as task, if you are passionate of the new role you have taken you can deliver more than 100 %.
We need to be clear on waht we do and to lead a service team we need to be a role model .

#8   Posted: 1 Aug 2006 08:53


Be sure to deliver and not just make promises. If you ask for something to be done, follow up to get the results. If you promise you will do something, be certain it is done when expected or as promised. CSR's will remember if you are not doing what you say you will. Do not overcommit, learn how to delegate with diplomacy and remember that being friendly doesn't mean you have to be their friend outside of work. "Seek first to understand and then to be understood" as read in Steven Covey (7 habit of highly effecitve leadership), great book and a great sentence. It has stuck with me for the last 12 years both personally and professionally!

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