Dear all,

What are the essential skills one should have as a CSM? Everyone has their own ideas about what a CSM should have or should be...Appreciate any feedback in regards to this. Thanks!

A skill is an ability that has been acquired by training.

With the demands of Customer Service being what they are, ie, irrate customers, high quality expectations of service delivery, customer complaints etc, I would say the most important skills one should have include, good communication skills, tolerance, understanding and above all patience.
These skills go two ways, both when dealing with customers and when dealing with your team/subordinates.

Most importantly, you should love what you do. I would say you need to be an individual who loves talking to people, otherwise the demands of Customer Service will seem much more complex. Being a 'people' person is an added skill/advantage.

I hope my suggestions will be of help to you.

All the best and always expect Success.

Nancy Muttu.

I think you also need to be a problem solver and a quick thinker. Talking goes a long way, but if you're just babbling about nothing, then you're pretty useless.

Being able to think with an analytical process (how to get from point A to point B) would be a huge benefit as well.

Good Communication is not enough, you need to be a GREAT communicator. And communication is much, much more than just saying or writing information... it's also about being able to know when your communication is understood with the intent in which it was shared.

Listening. Learning how to completly listen is the most important thing that you can ever learn.

Bryan

hi all, happy to be a member here. i just wanna confirm the listening skill as the most important thing, but could u pls tell me how to concentrate more cuz some times i don't concentrate and then lose things..it causes me problems. could u pls help me with ur suggestions, i 'd appreciate it very much.thax

There is much more than "natural talents" such as listening and speaking skills. The CSM needs to be comfortable in the Software - after all, it is he/she that will define the functional specification (what you want the system to do), in order that the IT guys can either design the system or buy the system off the shelf. Moreover, depending upon the nature of the business, a working knowledge of the technical part of your business.