7 Noble Pursuits of Great Customer Service Leaders


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Your customer service actions are all for naught unless you focus on the factors that create real positive customer experience impact for your customers.

Fatigue. Exhaustion. Disappointment. That’s what you’ll find at the end of the day filled with customer service actions that don’t serve real positive customer experience creating purpose for your customers.

You can answer calls, respond to email, and do exactly what customers have requested, but you’ll see little satisfaction and fulfillment unless it all comes together to accomplish something greater.

Everyone offers customer service in some form or another but some companies get it right time and time again while others continue to under-impress. Why does working with certain organizations seem like a delight, while others are painful experiences we try to avoid?

What are the key goals for those organizations that seem to be doing customer service right? I think that they can be summarized in what Mike Myatt talks about in Hacking Leadership. I’ve adapted Mike’s pursuits of leadership in 7 noble pursuits of great customer service leaders.

7 Noble Pursuits of Great Customer Service Leaders

  1. Clarity of purpose in every customer impacting decision.
  2. Creativity in the service experience approach.
  3. Talent of customer service actions.
  4. Change of how customer interaction takes place.
  5. Wisdom in making the service experience more simple, straightforward, and result-oriented.
  6. Character in making decisions that benefit the customer.
  7. Purpose in uniting touch points, creating a more positive customer service experience.

Bonus! Leadership Freak’s Dan Rockwell shares his favorite leadership pursuits, all of which are a must for any customer service leader who wants to create the type of culture where people come together and are excited and work well towards serving customers and making a difference in how customer service takes place.

  1. Service. Those committed to bring value always find opportunity.
  2. Development. Grow yourself and others. Develop as you serve. Don’t wait.
  3. Curiosity. The future is created in the pursuit of what doesn’t exist.
  4. Optimism. Believe hard work, adapting as you go, and persistence pay off.
  5. Better. Perfection chokes. Better sets free.

No need to adapt or change anything, Dan says it best. If you’re looking to break out of the cycle of monotony, disappointment, underwhelming, or just all-around funk that’s keeping you from being happy in your customer service endeavor, look not further than yourself.

A new job won’t do it.

A new company won’t fix it.

It’s not the location, the people around you, your computer, your office/cubicle/workspace, and most certainly it’s not that you have bad customers.

It’s you. You are in control your passion. You are in control your purpose. You are in control of what you do each day to make customer service better.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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