Effective Leadership in Customer Service with Limited Resources
Abstract
This study examines how leaders in customer service can effectively influence theiremployees with limited resources. Using a mixed-methods approach, including surveysand interviews, the research investigates the non-financial factors that impact employeemotivation and engagement in customer service and the leadership practices that facilitatethis process. Data was collected through an online survey and analyzed in the statisticalprogram SPSS.
The findings suggest that creating a positive work environment is crucial for leaders, asit was identified as the most important non-financial factor for customer service agents.Additionally, regular feedback, open communication, and tailored feedback strategies wasfound to be important aspects of effective leadership. The study highlights the significanceof effective communication, self-awareness, influence, and learning agility in leadership.Leaders who exhibit these skills are more likely to impact their employees’ motivationand engagement positively. The study concludes that leaders should prioritize creating asupportive work environment, providing regular feedback, and setting appropriate goalsto influence their employees with limited resources.