In today’s competitive market, failing customer service often stems from leadership’s inability to provide the necessary support and resources. Customer service excellence is a crucial component of many companies’ strategies. It’s easy to say, “We aim to be the best,” but achieving world-class customer service goes far beyond words. It requires not only trust, resources, and recognition, but also unwavering support from top management. Without this support, even the best strategies can fail.
In this post, I’ll reflect on my experience leading an award-winning customer service team, discussing the importance of leadership support, and how new management’s approach derailed what was once a center of excellence. I’ll also share insights on how to navigate such situations and still strive for high performance despite limited support.
The Foundation of Award-Winning Customer Service
Achieving award-winning customer service starts with trust and emotional leadership. When we won awards, top management gave us the freedom and resources to operate independently. Trust-based leadership was at the core of our success, fostering collaboration and creating an environment where everyone—from the service desk to other departments—was part of delivering exceptional customer experiences. As research shows, leaders who cultivate trust create stronger, more effective teams
Emotional Leadership as the Core
Our leadership approach wasn’t just about process; it was deeply rooted in emotional intelligence. Emotional leadership helps build stronger team dynamics, where people feel connected, valued, and motivated to perform their best. Studies have found that emotional leadership positively influences both team performance and customer satisfaction. By prioritizing empathy, we built a true sense of belonging, which extended to how we treated our customers.
The Turning Point: How Leadership Change Impacts Service Excellence
But then, a leadership change happened. While the company’s strategy still stated that customer service was a priority, the reality was quite different. Suddenly, our department was seen as merely operational, and our role was diminished. Communication lines that were once open became restricted. Resources were cut without understanding the repercussions.
This change reflected a leadership style that replaced trust with control. Hierarchical, leader-line management took over, leading to a bottleneck in decision-making. As a result, our ability to adapt and innovate was severely impacted. Studies have shown that this kind of management approach, which limits autonomy, can lead to disengagement and reduced performance.
Trust-Based Leadership vs. Leader-Line Management
The difference between our previous success and the decline was stark. Trust-based leadership, which allows autonomy and encourages initiative, leads to better performance. In contrast, leader-line management—where decisions must pass through multiple layers—creates inefficiencies and a lack of ownership among team members. Research confirms that trust-based leadership not only improves performance but also enhances employee mental health and well-being .
Without top management fostering an environment of trust and autonomy, even the best customer service teams will struggle to maintain high standards. This management shift ultimately led to uncertainty and fear within the team, as we felt increasingly disconnected from the organization’s goals.
The Role of Communication and Transparency
Another critical factor in our success—and its subsequent loss—was communication. Initially, our leaders kept us well-informed and involved in key decisions. However, under new management, communication became sparse and secretive. A restructuring program was launched without our involvement, handled by individuals with little experience in customer service.
Lack of communication breeds uncertainty, which in turn affects morale and performance . Studies emphasize that transparent leadership, where information flows freely, builds trust and helps align teams with the company’s goals. Unfortunately, the new leadership did not understand this, and it led to a decline in both team cohesion and customer satisfaction.
Why Leadership Causes Failing Customer Service
Despite the strategy being in place, top management’s lack of support hindered our ability to provide award-winning customer service. Without recognition of our department’s importance, proper resources, or the trust to make decisions, our potential was stifled.
Leadership must do more than just set goals—they must actively create the space for those goals to be achieved. Customer service is not just an operational task; it’s a strategic asset that requires sustained support and understanding from the top.
Keeping Things Moving: A Path Forward
In the absence of direct leadership support, we had to find ways to keep the team motivated and maintain our standards. Within our department, we continued to practice emotional leadership, focusing on creating a positive work environment and supporting each other. We also worked creatively within the restrictions to secure resources and maintain high performance as much as possible.
While the situation was far from ideal, there are still ways to push forward when management fails to provide adequate support. By continuing to focus on emotional leadership and fostering trust within the team, you can maintain a degree of excellence—even when the broader environment is challenging.
Leadership Sets the Stage for Success
In conclusion, top management is the key to creating and maintaining world-class customer service. Without their trust, resources, and communication, even the most skilled and motivated teams will struggle to reach their potential. If customer service is genuinely a priority in a company’s strategy, leadership must actively create the space for it to thrive.
Customer service isn’t just about solving problems; it’s about building lasting relationships and contributing to the company’s long-term success. That requires leadership that understands the strategic importance of customer service—and creates the room for it to flourish.
Photo by: Pixabay.