How Do You Create A High Performance Customer Service Leadership Team?
• An organization must align the employees’ efforts with the organizational goals, initiatives, and service delivery requirements. Productivity must be measured by results versus tasks. The expected results must be communicated up front to help employees focus their energy on activities that will help meet or exceed those goals. • Start by defining what the organization needs from its leaders (skills, competencies, level of business acumen). • Assess if the organization has what is needed in the right areas (do you have the right people in the right jobs, right now.) • Gauge an individual’s desire to be a leader. If the manager doesn’t like being in a leadership role, then he/she is most likely to be disengaged therefore cultivating disengagement within their own group. • Once the gaps have been identified (by comparing organization needs to current leaders’ skills, competencies, etc.). Ask: Can the gap be taught or is it a talent issue? Talent is a person’s natural gifts; we’re born w
