Customer Service Structure

A customer service team works together to assist customers.

Customer service is often the department that has the most contact with customers. The department is responsible for fulfilling customers' requests. The structure of the department must be aligned properly so the company can respond to the customers' needs.

Customer Service Representative

The customer service representative (CSR) is the first point of contact for the customer. She fulfills routine requests. For example, if the customer wants to order a book, the CSR readily takes that order. Sometimes, the CSRs with more experience and expertise serve as team leads and mentors to less experienced CSRs.

Management

The management team (supervisor, manager and director) is the next line of contact for a customer. A member of management works to resolve customer issues that are outside of the authority of CSRs. In addition, the management team handles the personnel issues of CSRs.

Analysts

Analysts are also part of a customer service team. Analysts monitor customer service department statistics. For example, the analyst may study the volume of calls and create best practices for responding to calls in the most efficient manner.

Tips

It is helpful to create a flowchart of the customer service process to view potential bottlenecks or redundancies in completing work. This information can be used to restructure customer service, if necessary.

References

• McDonald Consulting Group: Improving customer focus through organizational structure
• Harvard Business Review: Better customer service through transparency, tribes & talent
• In-plant Graphics: A workflow overhaul

Resources

• Customer Service Manager