Today under the customer service module we will talk about leadership in customer service. Well, let’s see what is there for us on the agenda. We will talk about what leadership in customer service is all about. Knowledge of yourself formal and informal leaders persuasive versus positional leader. Characteristics of excellent leaders creation of customer service culture. Leadership without position and your boss is your customers.
Table of Content
- Introduction to Customer Service
- Needs of Customer Service
- Challenges of customer service
- Customers Expectations
- Customer Service Problem Solving
- What is Communication in Customer Service
- Coping With Challenging Customers
- Leadership In Customer Service
- Customer Retention
- Measurement of Satisfaction
- Delivering Customer Service To The Changing Market
- Excellence In Customer Service
Well, let’s immediately start on this particular module of leadership in customer service. So friends what is leadership? They say that a leader is not always born a person. Who really wants to lead that has the skill of leadership. Why are we talking about leadership in customer service? The reason being that if you are leading your team of employees. Who is actually going to be facing the customers?
You need to be a good leader for them. You should not be a manager but a leader. There is a lot of difference between these two. So let’s look at leadership when you are a leader it’s easy to say that you value great customer service. But how do you get this message to actually stick with your employees to the point? That they actually translate it into their great customer service behaviours that will make a difference to your customers. Well as a leader you need to walk the talk. Which means only if you show great customer service behaviours and great customer service attributes only. Then will your employees follow you and take a lead from you.
So it’s important to understand about yourself and understanding yourself, your strengths and your weaknesses are very important as a leader. So we have something which is known as vitals. Now vitals is an acronym which stands for “V” stands for values as a leader. What are you I suppose and values which really guide you towards your destination or your endpoint?
‘I’ stands for interest. What are the things that really interest you? You know in terms of world knowledge or having a lot of other knowledge that you really require. So what is your interests.
‘T’ is your temperament. Temperament means the way you handle people are you somebody who loses your temperament. You know is very blunt about situations do you react immediately to people. How well are you in control of the temperament of your emotions is. What temperament is all about.
‘A’ stands for around-the-clock activities. What are certain activities that you indulge yourself into throughout the day and that becomes important to understand yourself better.
‘L’ stands for life mission and meaningful goals as a leader if you do not have a vision or mission and certain goals in life. You are not really doing probably that much justice to your role as a leader and hence it becomes important to know. Where you’re going? Where your life is going? Which direction you’re taking?
‘S’ stands for strength as a leader. What are the areas of your strengths? What are the areas which are your favourite areas? So friends leadership in leadership. It’s important to know of yourself much better. There are two kinds of leaders formal and informal leaders. What is the basic difference between these two and which one is better. We now see well formal leadership is where a person is officially designated as the leader of the group.
He has been promoted or he has been given the title of formal leadership and that is why or that is rather what is formal leadership. It’s the formal leader’s job to organize the available resources. Work out the logistics motivate the team members in order to carry on their tasks to the best of their abilities. So as a leader if you have been given a formal leadership position. You need to make sure that it’s any has to really motivate your people. Make sure that you’re doing everything you can. So as to take your people forward that is on formal leadership.
Well, informal leaders are basically the opposite of formal leaders. So an informal leader is not a person who’s he’s not got the official designation of a leader. He’s not officially designated or appointed as the head of a group. The employees may look up to a colleague. Who they believe share their goals with them. Their vision and has some knowledge or experience which will help them to realize their goals.
So a formal leader is given an official designation but the informal leader has not been given up appointed or designated as a formal leader. It’s just that people like them and people want to work with them. They really motivate and inspire them. So what are the benefits of formal leadership? Well, it’s important to understand that just because a person has a formally appointed leadership position given to them. Does not mean that he can take it for granted. So certain benefits are true. Leaders don’t use power and position they always go with their gut feeling and they always charm the people and inspire the people.
The skills and attributes determine the outcome. So whatever they are doing and whatever skills they have everything is related to getting the desired outcome. They value all the team members as equal there is no baisness or no favouritism that they show to people make the effort to communicate in an open and respectful manner. You will hardly ever find formal leaders or rather people. Who you know make that kind of efforts and try to put people down. They’re very open and respect in their manners.
They convince not to impose. But they will not try to impose their decisions on you. But they will try to convince you in their own way. So, they build respect repo and a good relationship with people. They use their power to empower others. And they don’t try to misuse power. Which has been given to them? Well for them communication is being about open honest and calm from a place of some kind of different thing that they want to do so. Basically what we are really saying is a leader has to believe in themselves influence with or without formal authority and control over resources is what they have.
So they will definitely try and have a lot of control over their resources. They have high emotional intelligence these kinds of leaders you will never see them lose their cool or lose their patience. And they are in control of their emotions. So, hey have better team cohesion improves the organization and the outcomes. Well with certain leaders like this definitely the outcome is going to be great characteristics of excellent leaders. Well if you are trying to give great customer service.
You need to ensure that a leader is a dealer in hope and hence you have to be self-managing you need to act strategically being an effective communicator being accountable and responsible setting clear goals and persisting in achieving those goals. Having a vision for the future managing complexity fostering creativity and innovation with your team members trying to make them. Think out of the box team building and promoting teamwork creating a lasting relationship.
Well, friends, these are all characteristic of an excellent leader. Who really want to foster a culture of customer service. If a leader does all of these 10 points definitely the people will be in charged really inspired and motivated to give great customer service experience leadership without a position. Well, Mr Robin Sharma said it very beautifully that leadership is no longer about your position. It’s now more about your passion for excellence and making a difference.
You can even lead without our title. You do not need a position of formally being designated as a leader to really do the work. So that is very sensual. Well, friends, even your boss or your manager can also be your customer at times. Think customers are only external but you can have your internal customer as your boss. So, Hank, all the heads for the business and really mean that go out of your way to help out your heads.
Try to impress your heads as if like you want a raise or a promotion that is the way you should be really talking to them. Keep your promises and your integrity intact and hence try to understand that your boss can also be your customer. Well friends that bring us to the end of this particular chapter on leadership in customer service.
Well to conclude I would like to add if this is an inverted pyramid your customers really stand at the top of the pyramid. So they are your highest priority followed by your front line employees. Who are facing the customers followed by your front line leaders? Who’s managing all the front line employees followed by the middle manager. Who is after the front liners and then your senior leader really comes towards the end of the pyramid.
Well, your customers are your priority. Your leaders are not but they motivate and inspire the employees to give a good customer service experience.
Well, I do hope you have enjoyed reading to this particular module as much as I have enjoyed while writing this article.