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Ladership in customer service - Article Example

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Leadership is the ability to influence others and is developed through dedicated effort of individual’s to improve abilities and to blend philosophies within the organization. Providing quality customer service will…
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Ladership in customer service
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Download file to see previous pages Leaders are flexible and adaptable unlike rules that are fixed and stiff. Leadership allows employees to be leaders for their customers in terms of decision making skills that makes customer feel more comfortable that benefits both customers and the company. Within the context of this paper is the role of leadership in customer service industry. What is takes to be a good leader and how it can benefit every stakeholder in return (Harris, 2002, p. 122).
Leadership begins in oneself, to be an effective leader is to recognize oneself as a leader. A leader must be aware of own strength and weaknesses to be able to use these strengths as starting points and to overcome weaknesses. Identifying self strengths and weaknesses can provide a person self knowledge of leadership skills. A good leader is a change agent that entails changes that starts from oneself (Harris, 2002, p. 123). Also a good leader is confident and is open for criticism. Criticisms are analysed to change and become stronger as a leader (Harris, 2002, p. 124).
There are several types of leaders. Formal leaders have the official authority of the position chosen by organization. Formal leaders may be formed through special trainings and have high accountability due to specific and defined responsibilities tasked upon the position. On the other hand informal leaders are an assumed role and have no official authority but have the ability to influence others. Informal leadership can affect formal leadership in an organization due to influence over people that can generate support or resistance within an organization. Both formal and informal leaders are essential in the success of customer service. Formal leaders can create a culture that empowers employees to serve as positive examples in the company performance. Informal leaders on the same context can create customer friendly culture, motivate co-workers, boost morale and can relate to co-workers in areas that a formal leader may ...Download file to see next pagesRead More
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