Case Study Of Listo System

My leadership style is about how I treat under me with respect, approachable and willing to listen with different suggestions in decision making. I want to have a cooperative teamwork, little supervision, and motivation with professionalism. There is always room for training in developing skills and expertise and encouragement to go above and beyond.

Coaching leaders help employees by identifying their unique strengths and weaknesses. They encourage employees to establish long-term goals. Coaching style is used least often because many leaders don’t have time to teach people and help them grow. Studies have shown that leaders who have mastered four our more especially the authoritative, democratic, affiliative and coaching styles have the best climate and business performance. I believe in order to master the art of leadership we need to comprehensively understand human behavior and have the ability to adapt. Leadership styles can lead to different types of success, as mentioned in the article leadership will never be an exact science. But neither is it a complete mystery. I believe that the business environment is continually changing, all leaders have to respond. Leaders must know when to use the right style at the right time to gain success. Although not all skills are equally effective leaders could use multiple styles at one time to gain success. For example leaders could use the authoritative style to mobilize people towards a vision while at the same time creating bonds and harmony through the affiliative

As stated in this case, the customer services business has grown doubled in the past five years as the advancement of technology allowed employees to investigate most software and hardware system faults from the center through remote monitoring. However, as the business grows, there are possibility of increasing work load and pressure that causes the rise of those negative feedbacks from both customers

Factors that can influence an individual’s choice of leadership in any given situation are many and varied. An individual is likely to have a primary leadership style which they are most comfortable with using. Often the primary leadership style is that which most suits their innate personality traits. For example,

Listening to complaints and explaining the options in a clear and concise way when dealing with customer enquiries.

What are all the approaches that he is going to implement in discussing the concerns that are going to be raised by his sales manager.

Based on the reading it is hard to give a single leadership style or even a combination of leadership styles because there are so many different levels of productions and management for this project. Each level of management will have their own required type of leadership and while some styles may overlap,

Recently I have noticed more consumer complaints from poor service, more specially, service mistakes and customer mistreatment. When a mistake occurs, we do not handle customers in a courteous manner. In addition, we play favorites with customers and some of them are not getting the attention they require. To

Customers want to be treated in a friendly manner with honest, straightforward information and responses. They appreciate a customer service representative who is willing to admit mistakes and work to correct them. Customers who believe they have been misled stop doing business with the company. These ‘critical incidents’ are experiences that make the customer walk away and never return. They don’t complain, they just leave and share the negative service experience with others. The bad news spreads, leading the organisation to lose more customers and deterring prospective customers. Critical incidents can include broken promises that annoy and anger customers. Customers expect to be informed if a promise cannot be fulfilled. Finally, customers expect understanding and empathy from a customer service representative who is willing to see things from their point of view, especially when there is a problem.

• Followed up on unresolved customer complaints in a timely fashion in coordination with the call center team

One of the key elements of our customer service system the use of scorecards and regular performance management as outlined in the performance management policy. In addition to this customer feedback and sales data are reported to senior management quarterly. It is therefore extraordinary that the balanced scorecard report shows our staff is unaware of the performance management system and therefore has no idea of the organisations strategic direction or the way in which the organisation wants them to go about making their sales targets. In fact the sales team believe that the only important measure of performance is sales. This is not in keeping with the overall view held by senior management and contrary to guidelines set out in the customer service system.

While working with the team if there are some concerns which are going around and are impacting the business, it would be beneficial to review expectation for each respective team and to have discussions with the respective teams regarding the trends in customer complaints. The discussion should be a collaborative discussion in order to identify the root cause of the staff’s behavior, while taking a collaborative approach to come up with resolution to improve not only customer satisfaction but employee satisfaction as well. Regular discussions need to take place with the teams and individuals in order to stay on top of these trends and holding the staff

style leadership focuses on what those leaders do, not who they are. Style theory refers to three

The styles today are less authoritative and more on trying to get feedback from co-workers. This change is driven by today’s individuals that want to be treated with respect and empowered to be self-driven. Today’s business environment requires managers to constantly evaluate his or her leadership style to maintain the so called competitive edge. Leadership moves through many power roles and how power vs. soft power that relates to managers as they manage people. The types of leaders are described with characteristics, as it relates to each individual. The characteristics styles that leaders show

Reviewing this chapter as whole, I noticed that there is no fixed approach mentioned towards a leadership style, rather it suggests that range of different leadership style must be adapted based on the situation. Furthermore, I found out that this chapter lacked some useful information which should have been