Customer service management to me is a passionate job you can't do it if you don't have the passion to serve. Always looking to delight customer, exceed expectation of customer as well as of your own, One can only do it if he/she is having the courage to take ownership, champion the cause of customer. Never take anything personal. there might be day's which I have experienced when customer makes your life really tough but that's the time real Service manager will come up with goods and handle customer.
Like today I got a call at 3 am in morning you can imagine what I was feeling, As soon as I talked to customer my sleep was gone my first concern was to check the issue and how much impact customer is having of it, provide the status of the issue and see what severity it is on what is the ETR(estimated time of repair), checked if the appropriate escalation is done for management visibility etc. This is passion to serve be in customer shoes think from customer prospective take ownership of customer concern. Make sure Customer understand that YES you are for them and working to make sure they are/will always be running their business with minimal issues .
One can't promise and guarantee that there will be no issues no impact of business, This can't be as simple as that. At last we are working on hardware, electricity, cables etc and they have the nature to go down, No one can deny this. Here Service managers come and handle everything because they know how to handle communicate with customer at last we are dealing with people so People management skills are paramount to be a good or excellent Service manager.
Again I would like to add my own experience here: Once there was a fault Customer was hard down they were running their call center on Backup. Case was escalated to highest level and it took around 3 hrs to resolve as there was a hard cut on cables. anyway Case was closed and our Help desk Technical team they called customer and told them the RFO (reason for outage) but amazingly Customer was not accepting the RFO they said that the Technical team didn't supported them with proper troubleshooting so on & off Technical team called and they told me that customer is not accepting the RFO and is not letting the case to be closed. Again being a Service manager I called customer talked to them helped them understand the issue told them how it was resolved Customer accepted the RFO and agreed to closed the Case and were satisfied with support as they understood what went wrong and how this was fixed.
They were not accepting RFO from Tech guy because he was having limited knowledge of the issue only technical part and that too on which he worked also he was not able to talk to customer I say he was great on technical part but was not good in People management or handling customer So here Service managers add the Value and always see the Big Picture.
Be clam always have a sense and instinct of situations, be in customer shoes always, always have a feeling that YES I GOT IT.
Service managers are virtual employees of customer, rather Service managers are the Bridge or Interface between customer n Service provider, So he is having two faces representing Customer in front of Service provider and representing Service provider in front of Customer. SM is the person who build rapport on both side, and mind it it's not an easy JOB
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