Management September 18, 2020 Last updated October 7th, 2021 3,344 Reads share

What Is the Customer Service Management Process: Definition, Key Factors, and Strategies

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Consumers are becoming increasingly intolerant of poor customer service. 32% of customers​ will leave a brand they love after one bad customer experience. Brands that wish to maintain a competitive advantage must focus on service-related strategies to reduce churn.

The service management process performs an integral role in maintaining outstanding service levels. Effective strategies here ensure that the firm’s frontline communication with clients is always on point.

In this article, we’ll discuss what the customer service management process is. We’ll examine the key factors to consider and speak about strategies to improve the processes.

What Is Customer Service Management?

Customer service management deals with the client’s interaction with the firm. The process centers on the administration of product and service level agreements.

What Is Customer Service Management Effectively Executed?

An effective strategy ensures that service delivery exceeds customer expectations. To implement an effective strategy, firms must:

  • Identify the client’s needs
  • Work out how to meet those needs
  • Get feedback from clients and employees
  • Monitor customer satisfaction

Now that we’ve answered the question, “What is customer service management?” let’s move on to the management process.

What Is the Customer Service Management Process?

Answering the question, “What is the customer service management process?” is more complicated. It’s a complex issue because it encompasses the entire client journey.

The customer service management process deals with the effective delivery of products and services. The process begins when the management team defines the minimum service level agreements.

It continues through to after-sales care and every other point of contact with the client.

How Is the Customer Service Management Process Effectively Executed?

An effective strategy ensures that service levels remain consistently high across all interactions with the customer. To implement the strategy successfully, firms must realign the company culture in terms of these new values.

Now that we’ve answered the question, “What is the customer service management process?” we’ll discuss key factors and strategies to manage it.

Key Factors and Strategies to Realign Processes in Terms of the Company’s Vision

Realigning your processes in keeping with the company’s vision requires several cultural and procedural changes within the organization.

Begin By Addressing the Company Culture

Providing outstanding service starts with the correct mindset. It starts from the top down. Firms must adopt a client-centric approach. In most organizations, this entails a shift in the organization’s culture.

Without a change in the organization’s culture, no change in processes is effective. Firms must work with clients to deliver an excellent service experience. Employees must learn to value new and existing clients equally.

Consider Outsourcing After-Sales Care

In a target-driven environment, it may be challenging for teams to concentrate on administrative queries. Outsourcing customer care allows sales personnel to focus on selling and upselling.

The Benefits of Outsourcing Customer Care 

Dealing with a specialist firm has several advantages:

  • Reduces training costs
  • More cost-effective than running a company-based call center
  • Gives clients one point of contact
  • Delivers a consistent customer experience for all aftercare contact
  • Gives clients access to knowledgeable consultants
  • Improves the chance of first call resolution
  • Improves customer satisfaction

Find out more about effective outsourcing solutions at

Train Employees to Deliver Outstanding Service

Organizations should train any consultants that deal with clients to:

  • Build trust
  • Lend an empathetic ear
  • Listen carefully to client concerns
  • Ask thoughtful questions to gather feedback
  • Ensure that the client feels valued

Learn What Your Client’s Needs Are

Firms make many mistakes on the backs of assumptions. It’s wise to reevaluate PSAs from time to time and ensure that they’re in-line with current consumer needs.

Understanding your target market is an ongoing process. Client needs may change over time. Companies that don’t keep pace with these alterations will seem uncaring or out of touch.

Conduct market research to determine what your client’s needs and expectations are.

Exceed Customers’ Expectations

Meeting the client’s needs is taken as a given. Companies must meet the client’s needs and exceed their expectations for companies to gain a real advantage.

Obtain Client’s Feedback

The only way to ensure that you’re meeting your client’s needs is to get feedback from them. How you collect the data depends on the situation.

A call to a contact center or sale opens the door to gather feedback on the customer’s experience. Quarterly random surveys might be useful in collecting data from less regular clients.

Measure Customers’ Satisfaction

At the beginning of the process, employ one of the time-tested ways to measure your client’s satisfaction. There are several metrics that you may use.

The Net Promoters Score

The net promoters score is an effective way of gauging customer loyalty and predicting future behavior. When measuring this metric, you ask questions such as, “How likely are you to recommend our services to a friend?”

The Customer Satisfaction Score

The CSAT centers on fundamental questions such as, “How would you rate your service experience?” They’re ideal for evaluating a transaction, but not much help in predicting future behavior.

Customer Effort Score

Questions asked here center on how easy it was for the client to get their query resolved.

Direct Feedback

Companies may gain direct feedback by asking the client. They should also monitor social media and review sites to gather more information on customer satisfaction.

Periodically Re-Evaluate Your CSM Processes

Processes considered highly effective two years ago might not work as well today. It’s important to monitor feedback from clients and employees to identify service gaps.

Final Notes

Delivering an outstanding customer service experience is essential to maintaining a competitive edge. Companies that excel in this area are those that understand their client’s changing needs and adjust their strategy accordingly.

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Olga Kolomiiets

Olga Kolomiiets

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