Three Key Skills of the Best Customer Service Leaders
It’s every company’s goal to have great customer service, but not all have the leadership to get there. Fortunately, great customer service leaders are made, not born. So what does it take to be the best?
In this short video series, Bill Price, President and Founder of Driva Solutions, draws on his 20-plus years of customer care experience to break down the three skills every great customer service leader must possess.
1. Be a man or woman of the people
Great customer service leaders work to serve their teams — not the other way around. In this first segment, Bill briefly explains why great leaders not only value their customers, but the employees who serve them as well.
2. Stick to the Six Sigma approach
Great customer service leaders also need to be on a never-ending quest for knowledge; a quest that begins with the Five Whys. As Bill notes, managers who are constantly inquisitive put their teams in the best position to improve.
3. Keep an eye on the right metrics
As Bill explains in this last video, a keen analytical mind is a must-have for customer service leaders and managers. But customer service analytics involves more than simply staring at spreadsheets all day. The best leaders read between the numbers and zero in on the data that’s most critical to their teams.
With only lagging metrics in their toolset, customer success leaders can’t really drive strategy at the executive level. Here’s Chris Hicken, former president at UserTesting, on how to change that.