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Service Leadership
August 17th, 2010
 “My research debunks the myth that many people seem to have . . . that you become a leader by fighting your way to the top. Rather, you become a leader by helping others to the top. Helping your employees is as important, and many times more so, than trying to get the most work out of them.” ~ William Cohen, The Stuff of Heroes: The Eight Universal Laws of Leadership.
I just read a great article in Support World Magazine by Peter McGarahan titled “Service Leadership ” for the full pdf read click HERE.
here’s a short excerpt…Pete writes…. -In my many leadership positions and interactions with support professionals around the world, effective leadership comes down to one thing: people care when they know that you care!
In recent Gallup polls regarding the state of the U.S. worker, it is shocking and disappointing to see how many people are truly disengaged in the workplace. In support organizations, the biggest differentiator between organizations that excel at service delivery, customer service, and delivering business value and the ones that always struggle is leadership. Leaders who approach their responsibilities with energy, passion, and intelligence will always make a difference in people’s lives.
These leaders never forget: Where they came from, What it took to get where they are, and The important lessons they learned along the way.
They are particularly resourceful and utilize trusted, experienced mentors for advice, direction, and support. What’s even more interesting is the fact that these leaders-successful, happy people-are humble! They never let their egos convince them that they are the smartest people in the room, and they never let arrogance stand in the way of being a good listener and a continuous learner.
Obvious - Common Sense - old news…you say?! Well yes… it is, but rare and wonderful is the leader whose life emulates these principles. And blessed, happy and engaged are the few lucky souls who work with that leader.
Kirk Out
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IT's Change Imperative
pete
IT’s Change Imperative: No IT Professional Left Behind
This Cutter Executive Update explores some current IT and business trends and their impact on the traditional IT organization. The more common response is to play it safe, instituting incremental change in a nondisruptive way. But this will be too little too late and runs the risk of further alienating the IT group from the business. It’s time to create a new IT organization. [more]
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Reducing Support Costs!
Reducing Support Costs with a "Shift-Left" Strategy: An Interview with Pete McGarahan
By Cinda Daly
"Arise, ye service leader! The time is now!" proclaims Pete McGarahan, an industry thought leader and respected consultant for twenty-five years. It's not a new concept that service leaders need to run their support organization like a business. Achieving that point, however, is challenging. With continuing pressures to drive down support costs, service leaders need to optimize the business model: determine what's really important, then dive deep into the detail of structure, process, people, and tools. [More]
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SupportIndustry.com Research Results:
Today, computers and mobile phones enable us to access information immediately, and in almost any location. It is in this environment that our customer's expectations have also evolved - they want to have their service and support inquiries answered and resolved immediately. [more]
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HDI Support World / A Time for Courage and Wisdom
A Time for Courage and Wisdom
Don’t Sacrifice Service Quality While Cutting Costs
As I lay awake trying to make sense of our current economic predicament, I was comforted by The Serenity Prayer. “God grant me the serenity to accept the things I cannot change; courage to change the things I can; and wisdom to know the difference.” There is absolutely nothing I can do regarding the current economic predicament we find ourselves in today. Personally, I am trying hard to filter that information and courageously face the situation from a perspective of What can I change?”
Read the entire article as published under Customer Service (P.28) in the Nov/Dec edition of HDI Support World..........
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Total Contact Ownership: Resolution Ownership – It Should Matter to You!
Resolution Ownership - It Should Matter To You!
Shouldn’t it also be important to you?
When customers have impacting technical issues they contact the support center, the ideal situation from their perspective is getting their issue fixed on the first contact. If not, the issue is then escalated to specialized support groups within the organization. The customer simply expects to be told who will contact them and when. This is the basis for setting customer expectations and making a service commitment to the customer by confidently knowing that you "own" their issue to resolution. Total Contact Ownership is the "heart" of the Service Center and promotes an understanding of both the customer and the business. Read on for more insights into this customer and business-based best practice.....
Download a White Paper -
Resolution Ownership – It Should Matter to You!
Access the article -
http://www.supportindustry.com/asktheexpert/resolution_ownership.htm
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Pete's Perspective
PETE'S PERSPECTIVE as published in the Virtual Support News!
"It's not rocket science"
Support organizations that deliver exceptional customer service and business value have, at their core, something in common: Leadership. But what does leadership look like? It's business-focused people who approach their responsibilities with energy, passion, and intelligence. They never forget where they came from and what it took for them to get to where they are. They take with them the lessons they learned and the people that influenced them along the way. They are resourceful and thoughtful. They are unafraid to seek advice, direction, and support. Most importantly, they share the most important characteristic of all - they are servant leaders. They never let their egos convince them that they are the smartest people in the room. And they never let arrogance stand in the way of being a good listener and a continuous learner.
Servant leadership is about doing the right thing and making fact-based decisions. It's about challenging conventional wisdom and having the moral backbone to stand up for doing the right thing for the customers and employees who serve them well. Servant leaders continuously look for innovative ways to leverage industry best practices, technology, and people. They treat every customer like they are their only customer. I challenge all service leaders to become Servant Leaders. Set the bar high for your team, constantly measure your progress, and continuously improve. Create a rewarding and healthy service culture that is driven by your daily examples of your servant leadership.
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Being the CEO of YOU
Being the CEO of You: Creating Your Value Proposition
By Peter J. McGarahan, Founder and President, McGarahan & Associates
Being the CEO of You is about taking personal accountability for one's career. Today's competitive business environment demands that not only must companies continuously improve themselves, but also the people who run them. Leave it to Mark Twain to explain the unfairness of it all: "You can be on the right track and still get run over by the train."
Full Article...
Download your copy of Be The CEO of YOU
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Changing The Way We Do Change
Changing the Way We Do Change: A SupprtIndustry.com White Paper
In today's unforgiving economy, a single mistake can compromise your productivity and cause your customers to run to the competition. Yet global 2000 IT organizations continue to squander billions of dollars annually through lost productivity and lost revenue opportunities because they fail to automate and continuously improve their business processes.
Learn how adoption of the ITIL-based Incident, Problem and Change processes, supported by a single point of contact (SPOC) Service Desk has enabled IT organizations to gain efficiencies in their support operations. There is no more visible, business impacting IT process than how changes are managed across the enterprise.
Get your free copy of the white paper today!
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Total Support: Achieving Sustainable Business Growth with a Remote Support Solution
Pete McGarahan's Latest White Paper entitled:
Total Support: Achieving Sustainable Business Growth with a Remote Support Solution:
Officially Offered by:
http://www.bitpipe.com/detail/RES/1225984765_742.html
http://www.knowledgestorm.com/search/viewabstract/101454
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Service Leadership
08/24/2010
August 17th, 2010
“My research debunks the myth that many people seem to have . . . that you become a leader by fighting your way to the top. Rather, you become a leader by helping others to the top. Helping your employees is as important, and many times more so, than trying to get the most work out of them.” ~ William Cohen, The Stuff of Heroes: The Eight Universal Laws of Leadership.
I just read a great article in Support World Magazine by Peter McGarahan titled “Service Leadership ” for the full pdf read click HERE.
here’s a short excerpt…Pete writes…. -In my many leadership positions and interactions with support professionals around the world, effective leadership comes down to one thing: people care when they know that you care!
In recent Gallup polls regarding the state of the U.S. worker, it is shocking and disappointing to see how many people are truly disengaged in the workplace. In support organizations, the biggest differentiator between organizations that excel at service delivery, customer service, and delivering business value and the ones that always struggle is leadership. Leaders who approach their responsibilities with energy, passion, and intelligence will always make a difference in people’s lives.
These leaders never forget: Where they came from, What it took to get where they are, and The important lessons they learned along the way.
They are particularly resourceful and utilize trusted, experienced mentors for advice, direction, and support. What’s even more interesting is the fact that these leaders-successful, happy people-are humble! They never let their egos convince them that they are the smartest people in the room, and they never let arrogance stand in the way of being a good listener and a continuous learner.
Obvious - Common Sense - old news…you say?! Well yes… it is, but rare and wonderful is the leader whose life emulates these principles. And blessed, happy and engaged are the few lucky souls who work with that leader.
Kirk Out
Reducing Support Costs!
06/01/2010
Reducing Support Costs with a "Shift-Left" Strategy: An Interview with Pete McGarahan
By Cinda Daly
"Arise, ye service leader! The time is now!" proclaims Pete McGarahan, an industry thought leader and respected consultant for twenty-five years. It's not a new concept that service leaders need to run their support organization like a business. Achieving that point, however, is challenging. With continuing pressures to drive down support costs, service leaders need to optimize the business model: determine what's really important, then dive deep into the detail of structure, process, people, and tools. [More]
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