Leadership in Customer Service

Presented by group 2, 7 and 8

What is Leadership?
The ability to influence others
Customers need it as much as employees do
Leadership skills are developed through the

dedicated effort of individuals to improve their own

abilities
Leaders demonstrate empowerment

Max DePree

The first responsibility of a

leader is to define reality. The
last is to say thank you. In
between the two, the leader must
become a servant and a debater.
That sums up the progress of an
artful leader

Know Thyself

How effectively do I relate to others?

Do I practice excellent time

management?

Do I willingly work toward

department and company goals?

Do I play mind games with my co-

workers and superiors?

What are my values?

Is my knowledge level what it should

be?

Do I allow negative thoughts to

Do I share my knowledge with others?

Do I actively acknowledge

Are my customers a priority to me?

Am I willing to take risks?

Do I establish measurable goals for

myself?

cloud my attitude?
accomplishments of others?
Am I likeable?
Do I willingly go above and beyond

the call of duty?

Formal and Informal Leaders

Formal

Informal

Have the authority and

Have no official

power of their official

position
High level of

accountability
Can create a culture

that encourages
excellent Customer
Service

authority but do have

the ability to influence
others
People have appointed

them unofficially
Can encourage or

discourage formal
leaders

Coach or Counsellor
Leaders serve as both
Must be available to train, correct and encourage

their employees
Good leaders have high expectations
Leader recognize the value of delegation ( assigning

responsibilities, granting authority and creating

accountability)
As a counsellor a leader is a good listener and

welcomes new ideas

Characteristics of Excellent Leaders

Sow care and respect
Practice what they preach
Have expertise in the area in which they are working
Practice consistency
Behave professionally
Allow employees to do what they have been empowered to do
Give support
Demonstrate flexibility
Make time for others

Are personable

Guidelines for praising employees

Praise in public at every opportunity
Before you tell your people what you don't like about

what they have been doing, tell them what you do

like
Provide frequent feedback

Leadership and Goals

Leadership requires finding the balance of what has

to be done and who has to do it. This can be realized

by well defined goals.
A goal is an identified result to strive to accomplish
Goal setting is the process of establishing goals and

evaluating their importance

Goals can be established for small and large

challenges
Goals can serve as a motivator

3 Steps to Record a Goal

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 be

completed

Creation of a Customer Service Culture

Leadership in customer service is illustrated through

culture
Culture consists of values, beliefs, and norms a group of

people share
A customer service environment should have a customer

service- oriented culture

Leaders can inspire positive attitude of employees
Leaders must also live according to the rules of the culture

Leaders should provide a safe working environment

Benefits of Job Aids

Job aids are leadership tools to reinforce training
Job aids help people do things correctly the first time
Job aids are usually a combination of visual

information and written information

Job aids are appropriate for both employees and for

customers (e.g. Instruction manuals)

Job aids are helpful in aiding the recall of...

Computer command and software usage
Recommended telephone greetings
How to operate a 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

encouraged to do

trained or

Leadership without position

When the manager themselves lack leadership skills
Here there is a necessity for informal leaders to take a leadership role
Things you can do to show 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. Greet your co-workers with a smile
4. Treat others as you would like to be treated
5. Add your own positive method of showing leadership and

encouragement.

Your Boss Is Your Customer Too!

To begin to meet and exceed your bosss

expectations, try the following:

Be a team player
Find out what you 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

Thank You For Your Attention