In today’s market place competition, there is greater importance in delivering exceptional customer service. One good approach to this can be through servant leadership style in a call center environment. Nevertheless, what is servant leadership and how can it revolutionize your call center?
What is Servant Leadership?
Servant leadership is quite distinct from other types of leadership. In this type of leadership, leaders choose to serve their followers rather than dominate them. This approach entails serving others and focuses on making employees grow and keeping customers satisfied. This kind of leader creates close relationship with his or her subordinates and clients thus making better decisions and excellent customer services.
Traditional vs. Servant Leadership in Call Centers
Historically, the call centre industry has predominantly employed a command-control leadership style but one common shortcoming that many organizations make while establishing such culture is failing to consider the great impact that this approach may have on an organization’s overall productivity levels.
The Upside-Down Customer Hierarchy Pyramid
One of the features associated with servant-leadership theory is the inverted pyramid structure
