Chapter 9: Leadership in Customer Service Customer Service: A Practical Approach, 5th ed. By Elaine...

Chapter 9:Leadership in Customer

Service

Customer Service: A Practical Approach, 5th ed.

By Elaine K. Harris

Customer Service: A Practical Approach, 5eElaine K. Harris

© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights

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Leadership:

The ability to influence others.

Leadership is not the automatic result of a title; it requires the development of effective leadership skills and practice implementing them.



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Self-Appraisal questions

How effectively do I relate to others? Do I practice excellent time management? What are my values? Is my knowledge level what it should be? Do I share my knowledge with others? Are my customers a priority to me? Am I willing to take risks? Do I establish measurable goals for myself?



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Self-Appraisal questions-continued Do I willingly work toward department and company goals?

Do I play mind games with my coworkers and superiors?

Do I allow negative thoughts to cloud my attitude?

Do I actively acknowledge accomplishments of others?

Am I likable? Do I willingly go above and beyond the call of duty?



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Formal Leaders:

Have the authority and power of their official position.



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Informal Leaders:

Have no official authority but do have the ability to influence others.



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Characteristics of Excellent Leaders Show care and respect. Practice what they preach. Have expertise in the are which they are working.

Practice consistency. Behave professionally.



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Characteristics of Excellent Leaders-continued Allow employees to do what they have been empowered to do.

Give support. Demonstrate flexibility. Make time for others. Are personable.



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Goal:

An identified result to strive to accomplish.



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Goal Setting:

The process of establishing goals and evaluating their importance.



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Steps for Effective Goal Setting

Write down the overall goal to be accomplished.

Identify how the goal may be accomplished.

Include a date or time when the goal will be completed.



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Culture:

Consists of the values, beliefs, and norms a group of people share.

A customer service environment should have a customer-service-oriented culture. If the culture does not encourage customer service, then excellent customer service will not happen.



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Job Aids:

Leadership tools to reinforce training.



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Job aids are helpful in the recall of: Computer command and software usage Recommended telephone greetings How to operate copy machines, fax machines, modems, or specialized equipment

Steps in a problem-solving process Telephone system usage Safety precautions How to file insurance claims Anything else that employees or customers have been trained or encouraged to do



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Leadership without Position

When informal leaders take a leadership role.



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Things you can do to show your leadership1. Congratulate someone for handling a

situation well.2. Make suggestions to your

supervisors of ways to help improve your efficiency.

3. Greet your coworkers with a smile.4. Treat others as you would like to

be treated.5. Add your own positive method of

showing leadership and encouragement.



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To meet or exceed your boss’ expectations… Be a team player. Find out what your boss considers to be important.

Be a collaborator, not a complainer.

Have reasonable expectations. Go to work each day with a great attitude and the willingness to be a professional.

Chapter 9: Leadership in Customer Service Customer Service: A Practical Approach, 5th ed. By Elaine...

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