In customer service, there’s three key factors that will affect customer service. The first factor is the customer, the second is the customer service representative, and the third is the leadership/work environment.
Let’s focus in on the third factor: the leadership and their responsibility.
It’s imperative that as a leader, you know what type of leadership style to use for each individual employee. That’s right, individual employee. We need to make sure that we are tailoring how we are treating them, discussing their improvement, and mentoring to them as individuals. As a leader, there’s several different leadership styles that you may use for example, Servant Leadership, Situational Leadership, and Dictatorship. Let’s discuss three ways a leader can ensure the are providing a conducive environment for excellent customer service.
- Know Your Employees
We all go through very different life events. As a leader it is my job, to understand what life events my employees may be facing. I understand that we do not want to intrude or be nosey but have conversations with your employees that allow to feel comfortable sharing this information with you. Once you know your employees, you are able to properly mentor them without having a negative impact on their mental state.
- Trust Your Employees
Trust. Trust is a word that may be a little scary for some. I get it. However, when you prove that you trust an employee, I promise you will be amazed at the difference in work quality and effort. Having trust in employees allows the freedom to tap into their creative side. They no longer feel micromanaged and they believe that they will make the best decision. It’s freeing power to an employee to have the power of doing the right thing for the customer and knowing that their management will agree with their decision.
- Be A Teacher
Most respected leaders are one’s who have proven their knowledge and is capable of sharing and teaching that knowledge to their employees. It is imperative that you understand every part of your employees’ responsibilities so they will feel comfortable coming to you for guidance. There is nothing worse for a customer to be placed on hold to speak with a manager and then the manager not knowing what to do. Not only will your employees lose respect for you but the customer will as well.
By doing these 3 simple steps you are allowing your employees to provide excellent customer service. Being a leader is a great responsibility. By doing it well you are helping yourself, your employee, and your customers.