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.

For more insight and advice from Bill Price, check out the rest of his customer service video series with OpenView Labs and visit the Driva Solutions website.

Content Strategist

Brendan worked at OpenView from 2011 until 2012, where he was an editor, content manager and marketer. Currently Brendan is the Vice President of Corporate Marketing at Brainshark where he leads all corporate marketing initiatives related to content, creative, branding, events, press and analyst relations, and customer marketing.
You might also like ...
Marketing
10 Critical Brand Marketing KPIs You Should Be Measuring in 2020
When it comes to creating new marketing campaigns for your brand, data is king. Using a data-driven strategy ensures that...
by Kevin Payne
Customer Success
Why Customer Success Leaders Aren't Getting a Seat at the Table

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.

by Chris Hicken, CEO at 'nuffsaid
Customer Success
Practical SaaS Retention Strategies That Move the Needle (Part Two)

Learn several strategies to improve retention in this two-part series.

by Corey Haines