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The role of the Customer Service Manager - 3 characteristics a CSM should NOT have

As the person in charge of customer service, the Customer Service Manager assumes primary responsibility for all associated tasks and processes that serve to optimize a service.

The skills that a CSM should have are many and varied. The purpose of this article is to clarify which personal qualities are not part of the job description of a Customer Service Manager and which ones will keep you on the safe side.

What are the tasks of a CSM?

The daily work of a Customer Service Manager consists of a mix of internal and external tasks. For example, they develop a clear mission for customer service and analyze workflows, processes, and create optimization strategies. Apart from that, they are also responsible for the team. They promote and motivate their work environment and are responsible for training and coaching new talent.

Which 3 characteristics you should not have as a Customer Service Manager:


Instead: Patient

You should always keep a cool head when it comes to picking up the phone. It's not uncommon for people to become rude and even quick to change their tone. Always realize that the customer's anger has less to do with you and more to do with the fact that you can take this as an opportunity to learn something new from it. But this is also about the way you work. Spontaneous and quick decisions are important, but you should still keep your cool. Always keep your goal in mind and you will quickly realize that work processes that are done step by step lead to the best results.

Emotional dependence

Instead: Critical faculties

Criticism - one of the most common causes of conflict. So if you are not prepared to accept it and constantly adapt, you run the risk of quickly shooting yourself an own goal. Most people find it difficult to admit that they have done something wrong. Yet what many perceive as unfair is actually the key to further development.

Here are some tips to help you accept criticism:

1. Understand the facts

People who take criticism often feel personally attacked. However, one should always be aware of the facts or the situation.

2. Inquire

It is better to ask twice whether you have understood the problem correctly. Often there are misunderstandings already here.

3. Find solutions together

Give suggestions and also be open to the opinions and advice of others. Only those who act together will achieve a better result.


Instead: Extroverted and outgoing

Introverts tend to have different social needs than extroverts. You find it very difficult to get out of your comfort zone and prefer to do your tasks quietly and be unobtrusive. In other words, you can say that introversion is an inward-looking behavior. In the Customer Service Manager profession, this is hard to do. This is because pretty much all of your tasks involve customer contact.

The following characteristics reveal whether you are a more introverted personality:

1. You are not a fan of spontaneity.

2. You feel quickly overwhelmed by stimuli.

3. Being the center of attention? No, thanks.

4. You prefer deep talk to small talk.

5. You work very detailed and carefully.

You are an open-minded person if the following applies to you:

1. You don't need a lot of time to think about things in order to make decisions.

2. You are adventurous and like new challenges.

3. You like to take the lead in discussions and know your point of view.

4. You are enthusiastic and stand up for things with conviction.

5. You make new contacts quickly and easily.

Connecting quickly with others is very crucial in the Customer Service Manager profession. You should always be open and have no inhibitions about conversations with others in order to master a smooth interaction.



Customer Service Managers are in demand in every industry. Prosupo provides you with a Manger with the best customer service experience and ensures a proper workflow in line with your priorities.

To simplify analysis, customization and control in your company as well, please contact us.

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