Help Desk & Support Center
Call Center Management
Tech Support Resources
Project Management
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Call Center Courses
Telephony Courses
ITIL & Help Desk Courses

Subject Index
Catalog Index

Contact Us
Shipping Options

Principles of Effective Leadership for the Support Organization
by Rick Kilton, softcover, 35 pages, $19.95



It's easy to be confused by the constant stream of new management trends and techniques.  However, real success depends on leadership -- inspiring others to excel.  Support consultant Rick Kilton has distilled the art of leadership into seven timeless principles. Whether you're a seasoned executive or a new supervisor, you'll learn that great leadership means focusing on the human element - valuing and nurturing your employees.

Table of Contents

  1. A good leader serves
    • Employees are your customers
    • You can learn to lead
  2. Listen to employees
    • Get your information directly
    • Get information in writing
  3. Communicate operational objectives
    • Deliver information directly
    • Keep channels open
  4. Treat each employee as an individual
    • Know yourself, know others
    • Adjust communication for each audience
  5. Address each employee's unique developmental levels
    • Adjust leadership to each task
    • Aim for empowerment
  6. Create and communicate performance metrics
    • Choose your metrics carefully
    • Make customer perception a priority
    • Share the results
  7. Recognize those who exceed expectations
    • Make the goals clear
    • Make the rules fair
    • Reward customer service
  8. Invest in employees
    • Training maintains "product" quality
    • Training increases loyalty
  9. Putting it all together: Making leadership work

Appendix - Where to learn more

The Resource Center for Customer Service Professionals
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 2012 Resource Center for Customer Service Professionals.  All rights reserved.
Last modified January 18, 2012