Loyalty Roadmap

15 Qualities of a Service Leader

_____

What is this book about?

The 2020 COVID-19 pandemic was a big shock for us. We were not aware of what was happening and what would happen. We could not predict how quickly we would lose basic communication skills and become intolerant of different opinions. We were placed under quarantine restricted in travel options, and this significantly affected many human virtues that develop only in personal communication. Customer service has become critically low all around the world. Many companies have forgotten what exactly the word ‘service’ means. We have been living in the era of technology for a while now. Smartphones allow us to perform almost any banking transaction, pay online for clothes and products, and consult with a bot. Supermarkets have self-checkouts, and using QR and barcode readers, we can find out the composition, origin, or price of a product. However, technological change has never canceled, nor is it going to cancel the role of a human factor in service.

Who is this book for?

I wrote this book primarily for those who directly deal with customers. But it will also be useful for leaders developing service teams. If you believe that improving service will benefit you both at work and in your personal life, this book is definitely for you. Most virtues described will make you better. The book is simple, understandable, and relevant. Here, you will find 75 actions that will help you improve your customer service skills. The most important thing to remember is that outstanding service is one-half driven by employees, while the other half is dependent on company processes. If the company’s work system and processes are inadequate, no virtues developed by employees will help in providing high-quality service. Therefore, when developing the service, mind the corporate processes and procedures and how they can influence customers.

REFERENCES

“We use maps to navigate. They will help you find the best ways, save time and effort, and understand where and what obstacles may await you. Now, in your hands you have a map that describes how, without wasting time and resources, you can quickly and efficiently find the way to the client’s heart. The author has walked this path more than once on his own feet, hitting bumps, taking “wrong” turns, and sometimes returning to the beginning of the path. With this book, you will enjoy your journey into the world of customer experience!”

Olga OmelchenkoDirector of Customer Experience, Sber Private Banking

“Aneta is undoubtedly a strong professional in the Customer Experience (CX) and customer service industry, as you can see once again, after reading this book! A huge amount of work was done, and Aneta was able to collect, structure and describe all her many years of experience in simple rules for those who work directly with clients. It seems to me that this book should become a reference book for everyone who directly communicates with clients.”

Svetlana ZilinaFounder of the CX World Russia portal

“Aneta has once again leveraged her 20 years of experience helping organizations deliver outstanding service by writing a book that will help anyone improve their customer service and leadership skills. Mastering these 15 skills will definitely put you first among your clients. A must read for anyone working in the service industry.”

John TschohlWorld renowned customer service guru