The Service Leader’s Guide to Resiliency <\/span> <\/h2>\n\t\t\t\t\t\t\tLearn how to empower your team and centre around your customers.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t
\n\t\t\t\t\tRead the Guide<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\n\t\t\t![\"\"](\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/03\/bottomrail-the-service-leaders-guide-to-resiliency.webp\")
\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\nWhat are the responsibilities of a service leader?<\/b><\/h2>\n\n\n\n
The main responsibility of a service leader is to manage service teams and ensure that the tools and processes they use are efficient and effective. It\u2019s a broad remit, involving not just people management, but process management. In practical terms, this translates to:<\/p>\n\n\n\n
\n- Using forward planning to anticipate customer demands<\/span> <\/li>\n\n\n\n
- Handling the challenges posed by external factors such as the COVID-19 pandemic and the pivot towards remote working<\/span> <\/li>\n\n\n\n
- Increasing customer engagement and satisfaction by improving internal procedures <\/span><\/li>\n<\/ol>\n\n\n\n
![\"\"](\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2024\/05\/wt-london-fy25-Blog-CTA-Sales-970x250-1.png?w=970\")
<\/a><\/figure>\n\n\n\nWhy are service leaders important?<\/b><\/h2>\n\n\n\n
An organisation\u2019s product or service may be outstanding, but if the customer\u2019s experience of it is subpar, everything else fades into the background. Satisfied customers become advocates. But dissatisfied ones are more likely to share their experiences and they have many channels to do so. <\/p>\n\n\n\n
Customer service is the backbone of any business, especially in the current moment. Customer-centricity<\/a> has become a top priority. It\u2019s down to service leaders to shape the reputation of their company by leading their teams effectively and developing intuitive, efficient processes for solving customer problems.<\/p>\n\n\n\nThe 8 rules of service leadership<\/b><\/h2>\n\n\n\n
When coming up with strategies for creating effective service leadership, it\u2019s important that service leaders keep some key principles in mind. We\u2019ll call these \u2018The 8 Rules of Service Leadership\u2019. <\/p>\n\n\n\n
1. Guide by example<\/b><\/h3>\n\n\n\n
Aim to inspire the service teams you lead by acting as a positive role model and embodying company values in everything you do. An organisation\u2019s ethics are becoming increasingly important to its customers and employees, and leaders should exemplify the qualities they want to nurture in the workforce. Additionally, the 4th edition of the State of Service report<\/a> reveals that:<\/p>\n\n\n\n\n- 76% of service and support staff state that communication is very important<\/span> <\/li>\n\n\n\n
- 71% say that listening skills are very important<\/span> <\/li>\n\n\n\n
- 62% say that adaptability is very important<\/span> <\/li>\n<\/ul>\n\n\n\n
It\u2019s no surprise that agility is appreciated in a landscape littered with new obstacles. Soft skills like empathy and listening are prized in a potentially stressful climate. Service leaders who display these skills can guide by example. <\/p>\n\n\n\n
2. Good solutions put the customer first<\/b><\/h3>\n\n\n\n
Nearly every customer is digitally savvy, rapidly changing expectations for service. In fact, the State of the Connected Customer report<\/a> shows that 82% of customers now expect to solve complex issues at first contact. Moreover, the 4th State of Service reveals that 83% of service teams have changed their policies to be more flexible with their customers.<\/p>\n\n\n\nEnsuring that the customer is at the heart of everything you do \u2013 and communicating this focus to the teams you manage \u2013 will help you to make sound operational decisions in an increasingly customer-centric era. Developing new, customer-focused metrics is one way to raise the bar for great service. Consider KPIs based around satisfaction rather than volume. <\/p>\n\n\n\n
3. Meet goals by leveraging smart data and connecting teams<\/b><\/h3>\n\n\n\n
To get insights into what makes your customers tick, and what they want from you, you\u2019ll need to use the data you collect intelligently. Consider using a data management system such as Salesforce Customer 360<\/a>, which allows you to combine learnings from marketing, commerce, and service operations to meet your goals.<\/p>\n\n\n\nIf you are not implementing new technologies and leveraging data to keep up with the changing landscape, you are likely falling behind. The State of Service shows that:<\/p>\n\n\n\n
\n- 81% of decision-makers are accelerating digital initiatives<\/span> <\/li>\n\n\n\n
- 87% of service professionals say that customers are using digital channels more<\/span> <\/li>\n\n\n\n
- 79% of service professionals say that it\u2019s impossible to provide great service without a complete view of the customer\u2019s interactions <\/span> <\/li>\n<\/ul>\n\n\n\n
\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\nWhat are the responsibilities of a service leader?<\/b><\/h2>\n\n\n\n
The main responsibility of a service leader is to manage service teams and ensure that the tools and processes they use are efficient and effective. It\u2019s a broad remit, involving not just people management, but process management. In practical terms, this translates to:<\/p>\n\n\n\n
- \n
- Using forward planning to anticipate customer demands<\/span> <\/li>\n\n\n\n
- Handling the challenges posed by external factors such as the COVID-19 pandemic and the pivot towards remote working<\/span> <\/li>\n\n\n\n
- Increasing customer engagement and satisfaction by improving internal procedures <\/span><\/li>\n<\/ol>\n\n\n\n
<\/a><\/figure>\n\n\n\nWhy are service leaders important?<\/b><\/h2>\n\n\n\n
An organisation\u2019s product or service may be outstanding, but if the customer\u2019s experience of it is subpar, everything else fades into the background. Satisfied customers become advocates. But dissatisfied ones are more likely to share their experiences and they have many channels to do so. <\/p>\n\n\n\n
Customer service is the backbone of any business, especially in the current moment. Customer-centricity<\/a> has become a top priority. It\u2019s down to service leaders to shape the reputation of their company by leading their teams effectively and developing intuitive, efficient processes for solving customer problems.<\/p>\n\n\n\n
The 8 rules of service leadership<\/b><\/h2>\n\n\n\n
When coming up with strategies for creating effective service leadership, it\u2019s important that service leaders keep some key principles in mind. We\u2019ll call these \u2018The 8 Rules of Service Leadership\u2019. <\/p>\n\n\n\n
1. Guide by example<\/b><\/h3>\n\n\n\n
Aim to inspire the service teams you lead by acting as a positive role model and embodying company values in everything you do. An organisation\u2019s ethics are becoming increasingly important to its customers and employees, and leaders should exemplify the qualities they want to nurture in the workforce. Additionally, the 4th edition of the State of Service report<\/a> reveals that:<\/p>\n\n\n\n
- \n
- 76% of service and support staff state that communication is very important<\/span> <\/li>\n\n\n\n
- 71% say that listening skills are very important<\/span> <\/li>\n\n\n\n
- 62% say that adaptability is very important<\/span> <\/li>\n<\/ul>\n\n\n\n
It\u2019s no surprise that agility is appreciated in a landscape littered with new obstacles. Soft skills like empathy and listening are prized in a potentially stressful climate. Service leaders who display these skills can guide by example. <\/p>\n\n\n\n
2. Good solutions put the customer first<\/b><\/h3>\n\n\n\n
Nearly every customer is digitally savvy, rapidly changing expectations for service. In fact, the State of the Connected Customer report<\/a> shows that 82% of customers now expect to solve complex issues at first contact. Moreover, the 4th State of Service reveals that 83% of service teams have changed their policies to be more flexible with their customers.<\/p>\n\n\n\n
Ensuring that the customer is at the heart of everything you do \u2013 and communicating this focus to the teams you manage \u2013 will help you to make sound operational decisions in an increasingly customer-centric era. Developing new, customer-focused metrics is one way to raise the bar for great service. Consider KPIs based around satisfaction rather than volume. <\/p>\n\n\n\n
3. Meet goals by leveraging smart data and connecting teams<\/b><\/h3>\n\n\n\n
To get insights into what makes your customers tick, and what they want from you, you\u2019ll need to use the data you collect intelligently. Consider using a data management system such as Salesforce Customer 360<\/a>, which allows you to combine learnings from marketing, commerce, and service operations to meet your goals.<\/p>\n\n\n\n
If you are not implementing new technologies and leveraging data to keep up with the changing landscape, you are likely falling behind. The State of Service shows that:<\/p>\n\n\n\n
- \n
- 81% of decision-makers are accelerating digital initiatives<\/span> <\/li>\n\n\n\n
- 87% of service professionals say that customers are using digital channels more<\/span> <\/li>\n\n\n\n
- 79% of service professionals say that it\u2019s impossible to provide great service without a complete view of the customer\u2019s interactions <\/span> <\/li>\n<\/ul>\n\n\n\n
- 87% of service professionals say that customers are using digital channels more<\/span> <\/li>\n\n\n\n
- 71% say that listening skills are very important<\/span> <\/li>\n\n\n\n
- Handling the challenges posed by external factors such as the COVID-19 pandemic and the pivot towards remote working<\/span> <\/li>\n\n\n\n