Service Management

Some friends used to keep asking me about my occupation. They know I work in the telecommunications sector but a good part of my business is not very clear to them. So I used to say “Well, I am a Service Manager !” – but what’s that in detail ?

Being a Service Manager in today’s world is a pretty interesting and challenging business. Delivering exceptional services for our most important asset – the customer. Permanently fighting the good fight and carrying out the day to day battle managing to get things right first time or apply resilient corrective actions if it’s not.

A Service Manager is a customer’s true business partner who makes sure that related clients are happy with the overall purchased service solution at any time during the entire life-cycle. It is a very important, proactive, structured approach that makes the difference. It’s however much more than just quality management, transactional and escalation support. It’s a valuable add-on and an activity above the normal with a strategic approach, aligned to the much bigger picture to secure and expand company revenue to gain utmost benefit for all parties.

There are many Service Management definitions out there. My current approach consist of following important basic blocks:

  • Manage a service manual per customer as an integral and underlying supporting document to clarify how business is being conducted

  • Carry out regular trend analysis to proactively control performance in order to initiate and drive any required improvement activity before a potential problem drives you

  • Perform regular customer service reviews to match trends, receive valuable first hand feedback and balance any required future activity

  • Have a good percentage of flexibility to adapt customer requirements and work a bit in the grey area to explore the unknown in order to get things right if required

Clearly, one of the biggest and most important skills of a Service Manager is to be passionate about your dedicated customer and your job. You need to be agile enough to act and always able and willing to go the extra mile if needed to keep your house clean. And - you need to be positive minded and have fun !

 

 

Customer Service

Here's a small collection of various things from the Internet which I personally think are worth to be mentioned. All views expressed are those of the public and/or the related site owners and I shall not be responsible for any content of any of the external websites below.

29 ways to stay creative


75 Customer Service facts




How to focus in the age of distraction

How to Focus

 

External Links

All views expressed are those of the public and/or the related site owners and I shall not be responsible for any content of any of the external websites below.

Customerthink.com - Customer-centric business management