Ladership in customer service Article Example | Topics and Well Written Essays - 750 words - 1

Ladership in customer service - Article ExampleLeaders are bendable 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 gentle that wellbeings 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 prat benefit every stakeholder in return (Harris, 2002, p. 122).Leadership begins in oneself-importance, 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 cri ticism. 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 elect 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 persuade others. Informal leadership can affect formal leadership in an organization due to influence over people that can generate fight down or resistance within an organization. Both formal and informal leaders are essential in the success of customer service. Formal leaders can do 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-worker s in areas that a formal leader may