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

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.

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?

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?

Formal Leaders: Have the authority and power of their official position.

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

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.

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.

Goal: An identified result to strive to accomplish.

Goal Setting: The process of establishing goals and evaluating their importance.

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.

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.

Job Aids: Leadership tools to reinforce training.

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

Leadership without Position When informal leaders take a leadership role.

Things you can do to show your leadership Congratulate someone for handling a situation well. Make suggestions to your supervisors of ways to help improve your efficiency. Greet your coworkers with a smile. Treat others as you would like to be treated. Add your own positive method of showing leadership and encouragement.

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.