Customer service managers shape the entire service culture of an organization. Here's what they’re responsible for—and why it matters.

Why This Role Matters

Whether your organization provides a product or a service, the customer service manager has a direct impact on how customers perceive your brand. Their responsibilities are both strategic and hands-on, influencing everything from internal morale to external loyalty.

According to a study by Zendesk, 81% of customers say a positive service experience increases their chances of buying again.

Clarify Service Values

Define the core service values in a way that staff can easily understand and adopt.

Communicate Values Clearly

Make sure everyone on the team knows and lives by these values.

Lead by Example

Model the behavior and service mindset you expect from staff.

Invest in Training

Build continuous learning programs that give staff the skills and mindset for great service.

Promote Quality Initiatives

Implement frameworks like Total Quality Management or Six Sigma to raise the bar on quality.

Serve Internal Teams

Internal customers—your coworkers—matter just as much as external ones.

Define Expected Behaviors

Set clear standards for attitudes and conduct in service roles.

Hire for Attitude

Recruit people with the right mindset, then train for the needed skills.

Monitor Performance

Use service values and expected behaviors as benchmarks for performance.

Recognize Excellence

Celebrate individuals and teams who go above and beyond in service.

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