Modeling as a Customer Service Leadership Strategy

What is Leadership Strategy for Customer Service?

My client heard me speak on IT customer service at a Connectwise conference. They wanted their IT staff to improve their already stellar customer service skills, so they contacted me to discuss my training programs. We went through the usual questions about the course outline, completion time, and my approach to training. Then, they asked how to make sure their teams retained the knowledge gained from the training. (This is where I filter the serious leadership teams from all the rest.) “It’s a 2-part answer, involving your leadership strategy.”, I explained.

“It starts with you, as leaders, modeling the behavior you want from your team. You must manifest the five principles of competence, compassion, empathy, good listening skills, and respectful behavior. If you can commit to doing that, you’ll be well on your way to seeing those principles develop in your team.” Silence. Even in the Zoom meeting, I could feel the heaviness in the room as, individually, they realized that they were not just owners, managers, and supervisors, they were role models whose every word and action was scrutinized by the people they led. They realized if they wanted competence, they had to demonstrate their own competence as leaders. If they wanted their team to show compassion for customers, they had to be compassionate and caring toward their team. If they expected their team members to put themselves in the customer’s position, they had to be empathetic toward their team. If they wanted their technicians and engineers to be good listeners, they had to be good listeners to their team. And, if they expected their team members to treat customers and coworkers with dignity and respect, they had to treat their team (and everyone else) with dignity and respect. People don’t do what you say, they do what you do. Modeling behavior is more than just a way to set expectations. When you model you also teach how to act with competence, compassion, empathy, good listening skills, and respect.

I mentioned how there are two parts involved in the leadership strategy of making the learning persistent. The first is modeling behavior. The second is to review and reinforce the Compassionate Geek principles. I recommend clients form book clubs to read my books and other books on interpersonal communication, emotional intelligence, teamwork, relationship-building, and leadership. In fact, we have an entire page on our website devoted to Compassionate Geek book group leaders. I also recommend that regular staff meetings include a brief review of the five principles, emotional intelligence, and other topics similar to those mentioned earlier in connection with the book group.

We have IT customer service posters and infographics available for free download at CompassionateGeek.com/posters to act as passive reminders of the five principles and customer service best practices.

Modeling Behavior is a Critical Part of Leadership Strategy

Effective customer service training in IT (or any other field) is not a matter of just giving a single presentation and being done with it. For it to be effective, you, as a leader, must make a personal commitment to modeling the behavior you want from your team day in and day out. Additionally, you must review and reinforce your expectations on an ongoing basis with your team.

The old school approaches of “Do as I say, not as I do.” and “My way or the highway.” never really worked as a leadership strategy. They’re even less effective today.

Your words are important. Your actions, however, speak louder than your words.

Next Level IT Customer Service Training

Enroll your team now in Compassionate Geek IT online customer service training so they can work together, get things done, and take care of customers.