We can notice here how the organizational structure of a company has changed even more in order to answer to the increasing demands of the customers. In total, there are more than 21 types of expertise in management, but we are going to mention only a few of them that are common in most companies.
- Strategic Management
- Sales Management
- Data Management
- Marketing Management
- Human Resource Management
- Operations Management
- Supply Chain Management
- Procurement Management
- Financial and Accounting Management
- Research and Development Management
- Project Management
Besides the expertise and the operational skills that a manager has to develop, he or she also has to be a charismatic person who can motivate employees and solve any challenges raised by the clients.
During the evolution of management, customer service has created the profile of an excellent manager. Client service sets the requirements that a manager has to fulfill.
A manager has to be a great team leader. The leader knows how to organize the team and develop each member’s skills in order to provide high-quality service for long periods of time. Training the team in offering excellent customer service instantly results in better team performance.
Customer service also challenges team leaders to perfect their managerial abilities and keep the team’s skillset consistently high. Once the team begins to deliver great customer service, the results (happy buyers and increased sales) will translate into high-level satisfaction within the team – and a satisfied team means low personnel rotation and high performance.
Creativity is also necessary for a manager to survive in today’s highly competitive business environment. The manager has to find creative ways to develop and sustain high-standard practices of customer care among employees.
Additionally, client service requires top-notch organizational skills from managers. These skills include efficient time management and personnel management. A well-trained manager should know what everybody is good at. Not only this, but the manager himself has to be able to solve the issues that subordinates encounter while delivering customer service. Companies should think of managers as the mentors of the other employees. When the manager can positively motivate the other employees and create a friendly work environment, the overall performance of the company increases. Similarly, when the manager is familiar with the processes and knows how to solve client challenges regardless of their severity, the company will get through troubles with flexibility and ease.
Whenever an employee cannot fix a problem, the client asks to speak with the manager. If the manager doesn’t know how to handle the crisis and, more importantly, solve the problem of the buyer, the company loses that client and also gets a negative review that can spread to other potential customers.
Therefore, the manager also requires training and constant development like all the other persons within the company.
The evolution of customer service has pushed the demands of employee skills higher. The company now request more of their employees, but at the same time, employees at all levels need more from their company.