Job Description of a VP of Customer Service
The vice president of customer service is responsible for the customer-service strategy of an organization. She sets the agenda for how the company interacts with customers.
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Strategy
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The customer service vice president guides the philosophy that the company employs to serve its customers. She translates the philosophy throughout the organization via the company intranet, conference calls and face-to-face meetings.
Process Improvements
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Projects that impact customer service are championed by the customer service vice president. She incorporates the customers' needs with ongoing process-improvement projects and shows how the improvements provide direct benefits to customers.
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Customer Feedback System
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The customer service vice president develops a system by which customers can provide feedback to the company. She can use a mixture of traditional comment cards, telephone and online tools to give the customer an outlet for feedback.
Managing
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The vice president of customer service is responsible for managing the company's customer service centers throughout a region. She implements reward/recognition programs for the employees that provide excellent customer service.
Performance Measurements
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The customer service vice president establishes measures to show how well or how poorly the company is performing against the goals. She reports these goals to the management team.
Personal Quality
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According to Ray Miller, an author and customer-service training professional, a leader uses all available company communication channels effectively. The leader selects the channels that work best for the message she needs to send.
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- Photo Credit Image by Flickr.com, courtesy of Friends Provident plc
