1. ATEM Auckland May 2014 CUSTOMER SERVICE LEADERSHIP

2. 2ATEM Auckland May 2014 Customer service leadership challenges today...  The pace of change is making the forward picture less clear -What to keep doing, modify, cease doing -What new offerings to introduce – and when  Changing technology and delivery models are changing customer interaction models -From cashiers to consultants -From clerks to help desk operators -From service providers to trouble shooters -Less visibility of the simple transactions -Higher proportion of difficult issues

3. 3ATEM Auckland May 2014 With all these challenges, what are the characteristics of successful customer service leadership today?

4. 4ATEM Auckland May 2014 A Compelling Story  Successful leaders tell a compelling story. The story puts current state and future state, and the journey between them, in context. “If you want to build a ship, don’t drum up the men to gather wood, divide the work, and give orders. Instead, teach them to yearn for the vast and endless sea.” Antoine de Saint-Exupéry

5. 5ATEM Auckland May 2014 Plan Proactively  Successful leaders plan proactively, rather than managing reactively. They take a proactive approach to what will be done, rather than waiting to see what arrives.  They analyse and manage demand and build flexible resourcing models.  “Today’s work today” “Efficiency is doing the thing right. Effectiveness is doing the right thing.” Peter F. Drucker

6. 6ATEM Auckland May 2014 Engage and Enable Staff  Successful leaders engage their staff for maximum effectiveness.  They are clear on the work/value proposition that underpins job roles and responsibilities.  They set high professional standards and expectations and hold teams and employees accountable. “Outstanding leaders go out of their way to boost the self-esteem of their personnel. If people believe in themselves, it’s amazing what they can accomplish.” Sam Walton

7. 7ATEM Auckland May 2014 Embrace Change  Successful leaders embrace change with great energy.  They maximise the opportunities of the change rather than cling to the familiar.  Attempting to minimise change often results in ineffective planning, especially for contingencies. “Successful leaders see the opportunities in every difficulty rather than the difficulty in every opportunity” Reed Markham

8. 8ATEM Auckland May 2014 Think Outside the Square  Successful leaders are high on efficacy, and encourage thinking outside the square.  They can change pathways but still be clear on the purpose.  They practice highly effective stakeholder management. “You don't know what you can get away with until you try” Colin Powell

9. 9ATEM Auckland May 2014 Set Clear Customer Focussed Goals  Successful leaders engage with, and understand their customers.  This enables them to set clear goals and milestones, and ensure measurement and reporting on successes and achievement.  When setting goals, they start with the end in mind. “In absence of clearly defined goals, we become strangely loyal to performing daily acts of trivia.” Author Unknown

10. 10ATEM Auckland May 2014 Celebrate Success  Successful leaders use recognition to embed good practice.  They reward the behaviours and outcomes they want to see, and are not afraid to expect excellence.  They understand the impact of leader recognition. “Celebrate what you want to see more of” Tom Peters

11. 11ATEM Auckland May 2014 Contact Details CUSTOMER SERVICE BENCHMARKING AUSTRALIA Level 5, 10-16 Queen Street Melbourne VIC 3000 t +61 3 9605 4900 | f +61 3 9620 7672 www.csba.com.au Robyn Reilly Director, Business Improvement robynreilly@bigpond.com.au