The Top Skill Elite Customer Service Leaders Possess
A great customer service leader knows his role within a company.
They also understand the purpose of customer support, as a tool to keep customers satisfied. These are the basic truths that describe every customer servicer employee. But when you’re discussing outstanding customer service leaders, there is a unique set of skills involved. Here are some examples of these skills:
- They must share knowledge with their customers that is updated and pertinent.
- They must recognize that they’re a vehicle for their company’s customers in every conceivable way. They are a form of operational support and they impact customer acquisition and long-term customer management.
Most companies value their customers out of necessity. Innovative companies are proactive in all of their interactions with customers, however, including support and management. For more information on this subject, watch the video from OpenView Labs featuring Bill Price.
With only lagging metrics in their toolset, customer success leaders can’t really drive strategy at the executive level. Here’s Chris Hicken, former president at UserTesting, on how to change that.