leadership in customer service

8/19/2019 Leadership in Customer Service

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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

leadership in customer service

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