High School

Aspiring customer service directors should take classes in English, writing, public speaking, psychology, and computer science. Joining school clubs and chairing events will be helpful in developing your leadership qualities.

Postsecondary Education

Its possible that an individual with considerable experience in customer service or an associates degree could land a job as a customer service director, but most companies prefer that applicants have at least a bachelors degree. Good majors to pursue include public relations, business administration, or a related field. A small number of colleges and universities offer degrees in customer service management or customer service. 

Other Education or Training

Its always helpful to take classes, seminars, and webinars, as well as attend conferences, that help you to develop your customer service and business skills. The National Customer Service Association (http://www.nationalcsa.com) offers a variety of leadership and managerial programs that focus on the development, enhancement, and retention of critical skills to be an effective leader in the field.

Certification or Licensing

There are no certification or licensing requirements for customer service directors. 

Experience requirements are largely dependent on the size and structure of a company. Smaller companies generally require less experience. Larger companies, however, will generally require their customer service directors to have five to seven years of experience in customer service. Individuals may obtain experience early in their careers as customer service agents or representatives. They then often become shift supervisors or managers.

One of the most important things individuals in this line of work need is a total understanding of the importance of customers to a company’s success. Directors must be skilled in customer service metrics. They also need strong leadership ability, have exemplary communications and interpersonal skills, be good listerners, and have top-notch problem-solving skills in order to devise effective solutions to a wide range of customer serrvice and personnel management issues. Other important traits include strong organizational ability, creativity, patience, and the ability to perform effectively during stressful situations.