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Presented by group 2, 7 and 8
Leadership in Customer Service
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What is Leadership?
The ability to inluence others
Customers need it as much as employees do
Leadership s!ills are developed through thededicated eort o individuals to improve their o"nabilities
Leaders demonstrate empo"erment
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#The irst responsibility o aleader is to deine reality$ The
last is to say than! you$ %n
bet"een the t"o, the leader must become a servant and a debater$That sums up the progress o an
artul leader&
'a( )ePree
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*no" Thysel
+o" eectively do % relate to others?
)o % practice e(cellent timemanagement?
What are my values?
%s my !no"ledge level "hat it should be?
)o % share my !no"ledge "ith others?
re my customers a priority to me?
m % "illing to ta!e ris!s?
)o % establish measurable goals ormysel?
)o % "illingly "or! to"arddepartment and company goals?
)o % play mind games "ith my co- "or!ers and superiors?
)o % allo" negative thoughts to
cloud my attitude?
)o % actively ac!no"ledgeaccomplishments o others?
m % li!eable?
)o % "illingly go above and beyondthe call o duty?
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.ormal %normal
+ave the authority and
po"er o their oicialposition
+igh level oaccountability
Can create a culturethat encouragese(cellent Customer
Service
+ave no oicial
authority but do havethe ability to inluenceothers
People have appointedthem unoicially
Can encourage ordiscourage ormal
leaders
.ormal and %normal Leaders
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Coach or Counsellor
Leaders serve as both
'ust be available to train, correct and encouragetheir employees
/ood leaders have high e(pectations
Leader recogni0e the value o delegation 1 assigningresponsibilities, granting authority and creating
accountability s a counsellor a leader is a good listener and
"elcomes ne" ideas
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Characteristics o 3(cellent Leaders
So" care and respect
Practice "hat they preach
+ave e(pertise in the area in "hich they are "or!ing
Practice consistency
4ehave proessionally
llo" employees to do "hat they have been empo"ered to do
/ive support
)emonstrate le(ibility
'a!e time or others
re personable
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/uidelines or praising employees
Praise in public at every opportunity
4eore you tell your people "hat you don5t li!e about "hat they have been doing, tell them "hat you do
li!e Provide re6uent eedbac!
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Leadership and /oals
Leadership re6uires inding the balance o "hat hasto be done and "ho has to do it$ This can be reali0ed
by "ell deined goals$
goal is an identiied result to strive to accomplish /oal setting is the process o establishing goals and
evaluating their importance
/oals can be established or small and largechallenges
/oals can serve as a motivator
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Steps to ecord a /oal
1. Write down the overall goal to be accomplished
2. Identify how the goal may be accomplished
3. Include a date or time when the goal will becompleted
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Creation o a Customer Service Culture
Leadership in customer service is illustrated throughculture
Culture consists o values, belies, and norms a group opeople share
customer service environment should have a customerservice- oriented culture
Leaders can inspire positive attitude o employees
Leaders must also live according to the rules o the culture
Leaders should provide a sae "or!ing environment
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4eneits o 9ob ids
9ob aids are leadership tools to reinorce training
9ob aids help people do things correctly the irst time
9ob aids are usually a combination o visualinormation and "ritten inormation
9ob aids are appropriate or both employees and orcustomers 1e$g$ %nstruction manuals
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9ob aids are helpul in aiding the recall o$$$
Computer command and sot"are usage
ecommended telephone greetings
+o" to operate a copy machines, a( machines, modems, or speciali0ede6uipment$
Steps in a problem solving process
Telephone system usage
Saety precautions
+o" to ile insurance claims
nything else that employees or customers have been trained orencouraged to do
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Leadership "ithout position
When the manager themselves lac! leadership s!ills
+ere there is a necessity or inormal leaders to ta!e a leadership role
Things you can do to sho" your leadership are:
1. Congratulate someone for handling a situation well 2. Make suggestions to your supervisors of ways to help improve your
efficiency
3. reet your co!workers with a smile
". #reat others as you would like to be treated
$. %dd your own positive method of showing leadership and
encouragement.
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;our 4oss %s ;our Customer Too<
To begin to meet and e(ceed your boss=se(pectations, try the ollo"ing:
&e a team player
'ind out what you boss considers to be important
&e a collaborator( not a complainer
)ave reasonable e*pectations
o to work each day with a great attitude and thewillingness to be a professional
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Than! ;ou .or ;our ttention
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