leadership and customer service slideshare
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Leadership and Customer Service
Our Approach for Today• In our first hour:
– Expose you to some ideas around Customer Service and Leadership
– Think through the impact of VUCA and VUCA Prime
– Discuss Vision Statement and constituency – Define Leadership
• In Our Second Hour– Present a model for Leadership and Customer
Service– Host a brief workshop to brain-write new ideas
THE AMAZING CASE OF THE NO RETURN POLICY ON SHREDDERS!!!
The Amazing Case of the MacBook Air Chord
YOU BECOME A DOUBLE AGENT!
• You want to uphold the POLICIES of the
organization
• You want to assist the customer with her, or his,
specific problem.
• You are caught in the middle and lose, no
matter which option you choose!
• Added to this nothing is simple – VUCA!
• Given frontline employees’ narrowly defined job descriptions, these employees have neither the motivation nor the resources to go the extra mile to delight customers. Typically, they are given scripts for how to interact with customers and are reluctant to step outside their formal job boundaries to satisfy customers unless they are confident that management endorses such behaviors.
• For this reason, we argue that of all leadership types, empowering leadership, rather than transformational leadership, is the most relevant and effective in influencing service-oriented citizenship behaviors because it provides meaning and purpose to employees by offering them autonomy and the latitude to make decisions that impact customers (Ahearne et al. 2005).
• Auh, S., Menguc, B., & Jung, Y. S. (2014). Unpacking the relationship between empowering leadership and service-oriented citizenship behaviors: A multilevel approach. Journal of the Academy of Marketing Science, 42(5), 558–579. http://doi.org/10.1007/s11747-014-0370-0
A Quick Survey • Our Vision Statement is?
• Where is the Customer in this Vision statement - central?
Vision Statement Idea
•We will be the _____ for the customer of______!
• Where is the customer in this Vision statement - central?
Linear Does not Work in a VUCA World!
VUCA• What dimensions of VUCA do you face in
your role?• Culture?• Language?• Ethics?• Rapid Change?
• PRE VUCA – POLICY SUPPORT WAS EASIER
Leadership Defined
Leadership is a process whereby an
individual influences a group of
individuals to achieve a
common goal.13Northouse - Leadership Theory and Practice,
Sixth Edition © 2012 SAGE Publications, Inc.
TIME FOR A BREAK
A QUICK RECAP• NAME ONE THING THAT YOU
LEARNED IN THE LAST HOUR?
Leadership Defined
Leadership is a process whereby an
individual influences a group of
individuals to achieve a
common goal.16
Northouse - Leadership Theory and Practice, Sixth Edition © 2012 SAGE Publications, Inc.
Excellent Leadership - But• Articulation is half the battle!• Actuation is the other half of the battle!
Leadership as Enabling Function can help with this
The Common Goal of:• The Organization is?
• Our Region is?
• My Department is?
If Leadership is Key:• What kind of leadership do we need to
empower excellent customer service?
• Leadership as Enabling Function:– Mary Uhl-Bien– Lize Booysen
ADMINISTRATION
BUREAUCRACY
POLICY
Leadership as Enabling Function
Each Part does its work by creatively responding to new
challenges whilst protected by Policy, Bureaucracy, and
Administration – Innovation Emerges from the System
Complex Adaptive System
A Model of Organizational Leadership as Enabling Function
STRUCURAL CAPITAL
HUMAN CAPITAL
SOCIAL CAPITAL
What’s Next?• Group Collaboration:
• What next steps do you envision to develop excellent customer service?
• Report Backs….
Research Shows A Direct Correlation Leadership and Customer Service• Auh, S., Menguc, B., & Jung, Y. S. (2014).
Unpacking the relationship between empowering leadership and service-oriented citizenship behaviors: A multilevel approach. Journal of the Academy of Marketing Science, 42(5), 558–579. http://doi.org/10.1007/s11747-014-0370-0
• Chen, Z., Zhu, J., & Zhou, M. (2015). How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance. Journal of Applied Psychology, 100(2), 511–521. http://doi.org/10.1037/a0038036
• Dong, Y., Liao, H., Chuang, A., Zhou, J., & Campbell, E. (2015). Fostering Employee Service Creativity: Joint Effects of Customer Empowering Behaviors and Supervisory Empowering Leadership. Journal of Applied Psychology, 100(5), advanced online publication. http://doi.org/10.1037/a0038969
• Hsiao, C., Lee, Y. H., & Chen, W. J. (2015). The effect of servant leadership on customer value co-creation: A cross-level analysis of key mediating roles. Tourism Management, 49, 45–57. http://doi.org/10.1016/j.tourman.2015.02.012
• Hwang, H. J., Kang, M., & Youn, M. (2014). The influence of a leader’s servant leadership on employees' perception of customers' satisfaction with the service and employees' perception of customers' trust in the service firm: The moderating role of employees' trust in the leader. Journal of Global Scholars of Marketing Science, 24(1), 65–76. http://doi.org/10.1080/21639159.2013.852908
• Poddar, A. (2012). Problematic customers and turnover intentions of customer service employees. Journal of Services Marketing, 26(7), 551–559. http://doi.org/10.1108/08876041211266512
• Wong, A., Liu, Y., & Tjosvold, D. (2015). Service leadership for adaptive selling and effective customer service teams. Industrial Marketing Management, 46, 122–131. http://doi.org/10.1016/j.indmarman.2015.01.012
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