From the course: Customer Service: Motivating Your Team
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The highest level of leadership
From the course: Customer Service: Motivating Your Team
The highest level of leadership
- For many years, I facilitated the annual workshops for a financial services company. The vice-president of customer service in the early years had a big personality, and he was highly regarded. But when he left for another opportunity, the organization struggled. Eventually a new VP of customer service found her footing. She had a quiet, understated style, but I could see strength in the organization return. She too eventually moved on, but the organization's successes continued. The first VP was effective, but his influence left with him. The second VP put practices in place so that the company continued to thrive without her. That's the difference between good leadership and great leadership. So how can you become that great leader? Professor Jim Collins and his team who wrote the book Good to Great, offer a framework that gives insight into the progression of leaders. Level one is a capable individual who contributes talent, knowledge, skills, and good work habits. Level two is a…
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