"I've always enjoyed working directly with customers because it offers me the opportunity to use interpersonal skills while also learning about how companies can improve. I studied business at university, intending to help businesses grow by offering exceptional service experiences. My ability to make quick connections with people has guided my career so far, and I hope to continue applying it in a rewarding environment like this one."

"When I meet a candidate that I'm considering adding to our team, I focus on two priorities: qualifications and company fit. A candidate can have a strong background in the field, but what often influences their work most is their ability to integrate with the team and its specific workflows. I look for candidates who sincerely want to represent our company and products and care for our unique customers."

"If I can't give a customer what they need, I want to learn why so that I can remove any service barriers for the future. I emphasise honesty with clients so that they know I want to do my best to address their concerns, and, after my conversation with them, I immediately engage other leaders in the organisation to explore how we could fulfil similar requests if they appear again."

"I first familiarise new hires with the company's workplace policies so they better understand their new environment. Then, each day of their first week, I have them train on different aspects of the job and administer quizzes to confirm they've furthered their understanding of their roles."

"I have found the most consistent challenge in working as a service manager to be maintaining employees' interest in their work. Much of a customer service role can be repetitive, so I understand why employees sometimes need help to find motivation. For this reason, I interview my employees to understand their future goals and try to incorporate as many professional development opportunities as possible for them."

"When a customer is upset, I know it's not a personal comment on my performance. However, it is an opportunity to convince the customer we are just as concerned with improving as they are with communicating their frustrations. Together, we can identify the best path forward for them and for our business."

"I am always reviewing the contents of customers' complaints to identify any patterns. When a pattern involving an employee arises, I don't begin with assumptions. I organise notes on what I've been recording and engage in an open discussion with the employee. I let them know that they have to meet our company's goals, but that I'm here to support them and provide the resources they need."

"An organisation succeeds when its customers are consistently satisfied and develop loyalty to the company. As a 14230855manager9.93service manager4.14£30,0002.35£40,0001.8£35,0001.713620110768216000.0041679.2179000.00YEARLY468140612025-09-012025-09-302025-08-012025-08-312025-10-05Service Manager, I have immediate access to whether we are achieving this definition of success. Because I know how valuable feedback is for product development and future innovation, I provide leaders of other departments regular updates about the most frequent concerns customers share with my team."

"I find myself in agreement with many of the industry leaders whose blogs I read. Consumers' expectation that they can use social media as a source of customer support has reshaped how businesses have to train and assign responsibility to service employees. In my previous role, we assigned one team member specifically to service requests made through social media."

"I maintained a list of high-value clients whose concerns went straight to me. Otherwise, I focused my efforts on department analysis, identifying where the team as a whole needed improvement and developing training strategies. With this approach, my team amplifies the expertise I can offer."

"I strive to make ownership the defining characteristic of my management style. I take as much responsibility for my team as possible and encourage others to do the same by setting a consistent example. My employees know I am eager to help them. They feel comfortable inviting me into their thought processes and sharing their concerns, so we can collectively work toward customer satisfaction."

"When customers experience frustration with a company policy, I begin by exploring its origin. Sometimes, an unpopular company policy is necessary for protecting the bottom line. To learn more, I ask as many questions as possible. If I identify a win-win solution that meets the business's and customers' needs, I draft a policy change recommendation and present it at the next meeting."

"Employees are more invested in customer relationships when they can learn more about their clients. I implemented a customer service system that empowered clients to contact the same service representative for each issue they encountered, resulting in greater customer satisfaction and employees who felt motivated to take care of clients they knew well."

"I use a mix of automated processes and customer surveys to gauge our service team's success. I emphasise the KPIs of first contact resolution and customer satisfaction score. When service employees implement best practises, they should be able to independently and thoroughly resolve customers' issues in one interaction. Surveys are helpful to share with employees whose KPIs are below par, so they can directly see the feedback they need to grow."

"I believe that a company exceeds customer expectations when it genuinely surprises them with attention to detail. My previous service team adhered to a follow-up policy. We offered each customer the opportunity to receive a follow-up call to ensure their issue settled and provide additional support if needed. Our commitment to thoroughness surprised most clients, who appreciated our exceptional efforts."