Ch 2: Leadership for Customer Service Managers

About This Chapter

Use this chapter on leadership for customer service managers to help your management staff polish existing leadership skills and acquire new ones. Lessons on delegation, effective teams and related topics provide useful information for current or future CSMs.

Leadership for Customer Service Managers - Chapter Summary

By using the lessons in this chapter, your customer service managers can learn new ways to enhance productivity, build effective teams, cope with change using the planned change process and set well-thought-out goals and objectives. Customer service managers can review:

  • How to manage a customer service team
  • The role of leaders in organizations
  • Characteristics of strategic leadership
  • Henry Mintzberg's managerial roles
  • Ways in which customer service managers set team objectives and goals
  • The planned change process
  • Process and advantages of delegation within teams
  • Qualities, characteristics, definition and examples of effective teams

Well-written and expertly presented lessons provide valuable information in an engaging, thought-provoking and interesting manner. Each lesson is accompanied by a short quiz to reinforce retention, while the chapter exam tests for overall mastery of the material. The readily-accessible online profile allows your customer service managers to study at their convenience from any Internet-capable device.

How It Helps

  • Clarifies leadership roles: Customer service managers need to be fully cognizant of what is involved in undertaking and fulfilling the role of a leader.
  • Explains delegation: With a better understanding of the delegation process, your customer service managers can more effectively assign tasks and increase productivity.
  • Defines effective teams: A clearer comprehension of the qualities and characteristics of an effective team can help customer service managers reexamine their own teams or build teams as required.

Skills Covered

Successful completion of the chapter will enable customer service managers to:

  • Define the role of a leader in an organization
  • Give the definition and offer examples of strategic leadership
  • Understand the 10 managerial roles most commonly found in organizations
  • Set reasonable, attainable goals for their teams
  • Explain the role of a customer service manager in setting team goals
  • Discuss the steps in the planned change process
  • Explain the importance and process of delegation
  • Understand the unique roles and duties of a manager for a customer service team
  • List the qualities that constitute an effective team and explain how to manage one

11 Lessons in Chapter 2: Leadership for Customer Service Managers
Test your knowledge with a 30-question chapter practice test
Leadership: Leaders & Their Role in Organizations

1. Leadership: Leaders & Their Role in Organizations

Leadership is the action of leading employees to achieve goals. It plays an important role in employee performance and productivity. Learn about how leaders influence employee behavior in this lesson.

Strategic Leadership: Definition, Characteristics & Examples

2. Strategic Leadership: Definition, Characteristics & Examples

There are many different leadership types and theories. This lesson will look at one approach - strategic leadership - by defining it, describing its characteristics, and providing some examples.

Henry Mintzberg's Managerial Roles

3. Henry Mintzberg's Managerial Roles

There are many roles a manager has within an organization. Henry Mintzberg describes ten specific managerial roles most commonly seen within organizations. This lesson will discuss each of these roles and what behaviors are associated with them.

Setting Team Goals & Objectives

4. Setting Team Goals & Objectives

The goal-setting process can be more effective when team members are involved and SMART goals are used. This lesson will explain these factors and offer some tips on how to successfully approach the goal-setting process.

How Customer Service Managers Set Goals

5. How Customer Service Managers Set Goals

In this lesson, you'll learn the criteria that successful customer service goals need to meet. You'll also see how these goals are chosen and then adapted as circumstances change.

The Planned Change Process

6. The Planned Change Process

Change is one of the most challenging events an organization will go through. This lesson describes the steps of the planned changed process, which include recognizing the need for change, developing change goals, appointing a change agent, assessing the current climate, developing and implementing a change plan and evaluating the plan's success.

Delegation Within Teams: Process & Advantages

7. Delegation Within Teams: Process & Advantages

Delegating work to others is a powerful tool in increasing a company's level of productivity. This lesson will discuss the importance of delegation, its benefits, and the process of delegating tasks to team members.

Practical Application: Effective Delegation Scenarios

8. Practical Application: Effective Delegation Scenarios

In this guide, you will apply your knowledge of delegation, the act of passing down authority, to hypothetical scenarios, as well as apply this to your current employment.

Managing Your Customer Service Team

9. Managing Your Customer Service Team

Your customer service team is an important component of company's brand and success. Learn what you can do as a customer service team manager to understand and empower your team and to create an excellent customer service environment.

What Is an Effective Team in Organizations: Characteristics, Definition & Qualities

10. What Is an Effective Team in Organizations: Characteristics, Definition & Qualities

Companies that organize their workers in teams can improve their productivity and identify new approaches to achieving company goals. In this lesson, learn about the characteristics and qualities of effective teams.

Characteristics of Effective Teams: Examples and Qualities

11. Characteristics of Effective Teams: Examples and Qualities

Effective teams can contribute heavily to the success of an organization. This lesson explores the key characteristics that make teams effective in the business world. You'll see an example of each characteristic and learn about underlying, supportive aspects of effectiveness.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Customer Service Manager Skills & Training course