You’re managing a customer service team and want to improve your leadership skills. What’s the first step?

One thing I’ve found helpful is journaling. The art of writing things down allows you to assess and evaluate. It can also be a helpful tool in self accountability.

Use Radical Candor approach and provide immediate feedback to hold team member accountable. Coaching outlines 3 important factors- Prepare, Discover & Commit Use SMART action plan by using 5 why analysis. Modify plan as required.

"Leadership & Self-deception" by the Arbinger Group...short, straight to the point read and very solution oriented. Among the top 3 go-to's in my leadership library as well as being humble when needed and quietly solid when decisions need to be made. Own the challenges, actively listen and don't be afraid to be creative when working toward positive results. Also, no matter my level of achievement in business, I have always maintained mentors. Great topic!

Sometimes we only focus on what we believe we do well. It's always good to contemplate areas where you can strengthen your skill set. Be open to positive critique. That's where the growth happens.

I would work on my listening skills. Listening to customers, subordinates, peers and leadership would be the keys to success.

I involve my team in decisions . making them have a buy in for the process helps bring success to the task. Praise their successes to the group always rewarding good actions is worth celebrating. Positive customer service will bring a repeat customer. When given feedback put it on a message board build up the team

If you ever have the opportunity to develop your leadership experience by partnering with an organization and participating in a group activity, you will have a chance to see other leader's strengths and weaknesses at work. You can learn both from those who exhibit the leadership skills you wish to develop, as well as from those who use techniques that you struggle with. Ask questions and teach others the lessons you have learned, and you'll be able to refine your skills while better understanding the work you have done to become the leader you are.

Learning from other leaders is critical in developing your own leadership style. One thing I would suggest is having a leadership mentor someone in your organization that is a little more senior than you most likely your direct report and have a weekly meeting with them to get feedback on what you did well and what you can improve on. This is a great way to improve your skills. Also, really pay attention to the leadership in your organization not only in your department but all sections. Observe how their staff views them, how effective their leadership style is. You can learn just as much from a bad leader that you can from a good leader in what not to do. Take all of this and develop your own style of Leadership.

The biggest opportunity to grow is to learn from those who trained and taught you in your development. Always keep those relationships active because they will always be an asset in your future development!!

Learn from Other Leaders: Seek inspiration from successful leaders in customer service. Observe their strategies, communication styles, and problem-solving approaches. Attend workshops, read books, or participate in webinars to gain insights from experienced professionals. Read about Ernest Shackleton, an explorer in 1915 with lessons that apply today.

I’d say: -Active Listening: Practice listening to understand your team's concerns & ideas better. Encourage open communication & show empathy towards challenges. -Effective Communication: Clearly communicate goals, expectations, & provide constructive feedback regularly. Ensure your team understands their roles & responsibilities. -Invest in training & development opportunities for yourself & your team. -Conflict Resolution: Develop your skills in managing conflicts & resolving issues within the team. Address conflicts promptly to maintain a harmonious work environment. -Adaptability: Be adaptable & flexible in your approach to leadership. Be open to feedback & willing to adjust strategies based on needs of your team & organization.

One thing I found very universal ... Develop learnability...unlearn ,Learn & relearn ...This continuous learning is paramount to become great leader. Leaders & Bosses.. Bosses always support in solving proble. Leadersdevelop problem solving capabilities to handle complex situation ... Bosses always possess position Power. LEADER use personal power and hence influence without authorities. Bosses instruct and beleive in outcome & Leaders delegate responsibilities and give direct authorities to take decision by an individual. BOSSES claim success Where as Leader appreciate and applause success with team .. And these are all outcome of creating an environment of continous learning & Learnability skills ..in an organization

Apply New Skills and Behaviors: Put your learning into practice. Implement new techniques, such as effective communication, conflict resolution, and decision-making. Always consider the needs of your team before your own. Encourage your team to adopt these skills as well by your example on a daily basis. Create good habits by using these skills daily for 21 days. Before you realize it, you will be well on your way to being a leader.

To truly enhance your leadership skills, it's essential to apply what you've learned. Reading and listening are important, but real improvement comes from practice and experimentation. Start by trying out new techniques, tools, or strategies that can help you communicate better, motivate your team, and coach them effectively. Push yourself to step out of your comfort zone, embracing change and growth. It's important to measure your progress and the outcomes of your actions. Adjust your approach based on what works and what doesn’t. By consistently applying new skills and behaviors, you'll develop stronger leadership habits and see tangible improvements in your ability to lead your team.

- Schedule a team meeting for open discussion and share insights/experiences. - Brainstorm ideas while emphasizing collaboration and teamwork to find solutions. - Analyze the suggestions and develop an action plan with specific strategies and initiatives. - Maintain open lines of communication with your team, provide regular updates on progress and solicite feedback on the effectiveness of the measures taken. - Organize a follow-up meeting to review the results achieved and gather additional insights for further improvement. Recognizing contributions reinforces the message that the team's input is valued and leads to improvement. This will foster a positive work environment.

One of the best qualities of a leader is the ability to give and receive both positive and constructive feedback. Standing firmly on the "giving" side will only create resentment amongst your team and help establish yourself as a dictator instead of a leader. Receiving feedback from others provides different perspectives you may not have otherwise considered, and can yield results that everyone can take credit for.

I will ensure that a questionnaire is sent on a routine bases so customers can share their perspectives about my team. This questionnaire will be anonymous so the customers can feel free to give both negative and positive feedback.

Always know just because you have hold the title of a manager or leader, it’s only just a title at the end of the day. A true leader/manager will always look for support from his/her team. LISTEN TO YOUR TEAM - when you do ask for feedback. Always apologize !!!! Your team needs to hear that you are only just as human as them, be the fall guy- that’s part of the title. The more you seek from your team the more they will give. LEAD BY EXAMPLE ALWAYS.

I’d say a huge plus is creating an open and safe environment for your team to provide honest feedback. You can start by scheduling one-on-one meetings with team members to ask for their input on your leadership style and areas for improvement. Additionally, consider using anonymous surveys or suggestion boxes to encourage more candid feedback.

A customer service operation requires a person that is highly organized, can think strategically, and simplify processes for all to understand. This being said, a CS Manager should also be highly analytical with analytical skills in Excel, Powerbi, SQL etc. To understand what to analyze, it would be wise to take COPC or other CS/CX courses as guidelines. Employees in CS respect a manager who is very tech savvy as well as a problem solver. Unlike in marketing or other leadership roles where the manager just has to be a smooth talker.

1. Curiosity as a Superpower: Imagine curiosity as a lantern illuminating uncharted territories. Embrace it. Curious leaders ask questions, seek novel solutions, and challenge the status quo. Like a detective, unravel mysteries within your team and industry. 2. Learn Like a Child: Recall how children explore the world—curious, wide-eyed, and eager to understand. Adopt this mindset. Dive into diverse subjects, absorb knowledge, and connect seemingly unrelated dots. Curiosity fuels growth. 3. Stay Curious, always: Curiosity isn’t a one-time event; it’s a lifelong affair. Always think outside the box and ask questions to understand the "WHY" Just like a 3-year-old. Curious intelligence thrives on perpetual wonder.

I feel this one is the hardest one for most. In my experience, one of the best ways is by picking up a book and readying. Rather this be about your industry specifically or even management in general, that knowledge will help you learn and grow as a person. Listen to podcasts about mindset and mentality. Search for the positives rather than the negatives. Learn how to be 1,2 or even 3 steps ahead of the next thing coming. Master your craft along the way. Being someone along with you to learn throughout that time. Providing mentorship will not only help them grow but help you grow even more!

A leader is someone who inspires others to follow them... In one way to inspire those around you is to always aspire to be better. Understanding that the largest room in the world is the room for improvement. Always striving to be better and to learn more yourself, will inspire those around you to improve themselves as well.

Continuing to learn and grow as a leader managing a customer service team involves regularly seeking out new knowledge, attending relevant workshops or training programs, and actively seeking feedback from both your team members and mentors. Additionally, staying updated on industry trends and best practices can help you adapt your leadership approach to meet the evolving needs of your team and customers.

You must be the subject matter expert, lead by example, and care for our customers the way you want others to. Take your team along for the journey when speaking about the customer experience.

The first step to improve leadership skills when managing a customer experience team is to actively listen to your team members. Understanding their concerns, challenges, and suggestions can help you identify areas for improvement and build trust within the team. Additionally, setting clear goals and expectations, providing constructive feedback, and fostering open communication are crucial steps to enhance leadership in managing a customer experience team

I would like to add one more thing here to develop leadership skill. Leaders lead by example An imperative only able to achieve if it is being drive top bottoms I have seen imperatives become paramount in organizations. This only happens when leaders lead first by doing it themselves. Let's assume, as a leader, you want to develop upskilling within the organization. If, as a leader, you enroll in many courses and training programs to upskill, it sets an example and provides clear motivation and encouragement for other members of the organization. This results in a change in the environment where unlearning, learning, and relearning thrive.

Self reflection is key, and the buck stops with you. No one is perfect, and watching leaders who think they have nothing else to learn are always behind. Asking for feedback from your team is important, but focus on the feedback from those you know have the biggest challenges. The more honest the feedback, the more growth in the journey.