A customer service supervisor has several tasks to monitor simultaneously. She needs to manage her staff, maintain a balance between what the customers want and what company management will accept, and she needs to remain available for the more important customer service issues. There are some very specific qualities that a customer service supervisor needs to possess that may not be as critical to other kinds of managers.
In order to make sure the correct information gets to everyone that needs it, a customer service manager needs to be a good communicator, according to the Customer Service Manager website. A good customer service supervisor knows how to make information understandable to clients, company management and other customer service associates. He knows what methods would be most effective for delivering the information, and he is also skilled at delivering a message that has several possible responses which will all benefit the situation.
When customer service supervisors give answers, they know that their answers need to be designed to satisfy the company and the client in some way. That is why one of the qualities of a good customer service manager is that she is thorough in researching her options when putting together a response to an issue, according to the Common Interview Questions website. The customer service manager avoids making commitments to solutions until she knows what the outcome of each response could be, and she determines which outcome would best solve the situation.
A customer service supervisor has several issues going at the same time, has deadlines to meet for satisfying outstanding situations and documentation that needs to accompany almost every solution the customer service department offers. In order to maintain a customer service department and stay efficient, the manager needs to be very organized. She needs to have a filing system that keeps important papers within reach, and she needs to keep a comprehensive calendar of every deadline and commitment she is facing. Without the quality of being organized, a customer service manager would not be able to keep up with the workload.
A customer service manager is constantly walking that line between what the customers want to be happy, and what management will allow in order to keep the customers happy. Each situation brings new challenges, and the customers are not always friendly in presenting their side of the situation. That is why a customer service supervisor needs to have patience. With patience, the customer service supervisor can take the time to communicate with the client and then weigh his options with upper management. It takes control and patience to deal with an irate customer, and patience is what makes a good customer service manager an expert at his job.