Having good customer service management is essential for communication to be as clear as possible. When the two sides – company and client – get along well, the chances of a project working out are greater.

Furthermore, in a crisis, this point becomes even more important. An efficient service can help the company to have a greater number of customer retention, managing to meet the needs well and further strengthening the relationships.

We will discuss more about this in this article. Check out what you’ll see next:

  • What is customer service management?
  • How it can act in a crisis;
  • What to do to improve this service.

What is customer service management?

Customer service management is an administrative practice that aims to ensure that communication is working.

This service can be either in physical stores, for example, with the end customer, or in B2B cases (business-to-business, that is, from company to company).

The important thing is to manage the processes so that they are able to meet the services contracted/expected by the customer. In a nutshell, put it first!

For example, you are the manager of the service sector of the company in which you operate. Your role is to ensure that the entire team is doing its job efficiently. How can you achieve this?

In a B2B segment, it is possible to use a monthly satisfaction survey for customers to respond, giving notes, on how the service was provided during that period. Within this questionnaire, some questions may appear, such as:

  • were the e-mails answered in an acceptable time?
  • were the demands resolved / delivered on time?
  • was it possible to contact the person in charge of the service in an easy and fast way, during office hours?
  • was the communication clear and assertive?
  • were doubts promptly resolved?
  • Was the person responsible for the account proactive, looking for solutions and cordial in their service?

Regarding the final customer, it is possible to create a report for each attendant and view some numbers, such as:

  • Number of calls made that day;
  • Percentage of efficiency, that is, the customer has taken some action – buy the service that was offered over the phone or complete a purchase at the physical store, for example;
  • Compliments or complaints from the attendant;
  • result of the satisfaction survey – it is possible to use it at the store’s cashier or near the door, asking the customer to answer their satisfaction with the service. Or, if it is by phone or e-mail, make schedules so that the surveys run after the service is finished.

How does service management act in the crisis?

In cases of crisis – whether global, by segment or even internal – this customer service management becomes even more important.

In addition to continuing with the good daily recurring practices, it is necessary for employees to be even more aligned with communication and be able to pay more attention to customers’ pains at these times.

Let’s assume that there is a financial crisis in the tourism sector and you serve a customer in that segment. How can I help you?

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Look for him, listen to what he has to say, his wishes, projections and internal actions.

Think of ideas that can add value to the final consumers of the service it offers, such as increased installments at the time of payment, bonuses for those who traveled the most with that company, discounts, suggestions for partnerships, stronger communication on social networks, content funnel fund to attract more interested people, among others.

You can also suggest internal changes, such as a campaign exchange, collaborative and green practices to help reduce costs, unnecessary tool cuts, etc.

In specific crises, such as a wrong pronouncement on social networks, for example, it is important to gather all the client’s information, hold an emergency meeting with everyone involved and pass the guidelines so that they can portray themselves effectively and with communication. That welcomes and brings the end customer closer.

What should the company do to improve service? See tips

There are several crisis scenarios that can affect companies. We have already given you some examples of practical actions that can be taken to perform good customer service management.

But there are still some other very important tips that will optimize this management, especially in times of crisis. Check out:

  1. Decrease the response time: in delicate moments, more urgencies begin to appear. So, stay tuned to the service channels;
  2. Have integrated channels: this helps to optimize time and increase the efficiency of responses. Use chatbots, schedule automatic responses and use integration software;
  3. be true: if you don’t have the solution right now, be transparent. Say that you will study the ways to bring the best plausible answer;
  4. Know your customers very well: for the final consumer, be very determined who your persona is. As for B2B service, know what are the objectives, values, products, services, policies, personas and pains of customers. Have everything centralized in one place, like a folder or an information sheet. This will help you to think fast and act;
  5. Follow the market: map competitors and their stocks, other segments and global news. Thus, you can identify opportunities;
  6. Do training: empathy, quality, efficiency, planning, organization and concentration are characteristics that must be worked on;
  7. Educate your customers: before the crisis comes, it is important to have some possible scenarios and actions mapped, so that they are more prepared and equipped with information.

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In this article, you saw what customer service management is, where the focus is on listening to needs and finding solutions to offer the best.

In addition, he saw the importance in a crisis scenario, where it is necessary to have all the information well detailed, mapped and organized to think about future actions.

Finally, he gave tips on how to do this and improve customer service management, so that this process is increasingly optimized!

Liked? Leave your comment on what you think of the tips and put them into practice! See more content on business management at Blogger Cage!