Deck 9: Leadership in Customer Service

Question 1

Why are so many individuals in leadership such poor leaders?

Answer 1

Unfortunately, many individuals in leadership roles were in the right place at the right time to be promoted into leadership roles, but they were never trained in how to really lead others

Question 2

Which of the following is a positive example of an interdependent environment?

A)Leaders and employees pitching into complete a project by the deadline.
B)One or two individuals working overtime to complete a project because no one else officially has the responsibility to help them.
C)Both of the above.
D)Neither of the above.

Answer 2

D

Question 3

Leadership is:

A)the art of con artistry.
B)exercising the power necessary to make others do what is needed.
C)the ability to influence others.
D)non-existent.

Answer 3

C

Question 4

Everyone has his or her own definition of what it takes to be an excellent leader.Which of the following would not be included in a positive definition?

A)Showing care and respect for others
B)Practicing what they preach
C)Making time for others
D)Assuming personal credit for the work of the group

Question 5

What is a job aid? Create a job aid that would assist your internal or external customers.

Question 6

What does leadership without position mean?

Question 7

Those leaders who have no official authority, but do have the ability to influence others are:

A)formal leaders.
B)authoritarian leaders.
C)participatory leaders.
D)informal leaders.

Question 8

Identify five qualities of a good leader.

Question 9

Job aids assist customers in assisting customers in all but which of the following ways?

A)They assist customers to be co-producers of their own service.
B)They reinforce prior training.
C)They can assist in providing a miniature training program.
D)They can take the place of all customer assistance telephone lines.

Question 10

Have you seen individuals who establish goals accomplishing them? Do you set your own goals?

Question 11

How seriously should an organization regard its informal leaders?

Question 12

Explain an interdependent environment.How important is it?

Question 13

List and explain four things that can be done to show leadership without position.

Question 14

Why are many of the companies that are recognized for providing outstanding customer service known for their outstanding leadership?