15 points – Customer Service is not only limited to…

I would like to share with you that Customer Service is one of a great profession in all industries. Nowadays Customer Service is very challenging but so much potential to learn new skills and polishing skills. As like other trades, Minicab or Taxi industry has so many expectations from customer service agents like you and other of your colleagues are. Every major organization in the current market is getting the edge over other based on practicing highest values of customer services.

Here are 15 points that you can consider before planing to excel your job role:

  1. Customer service is not limited to serve only the customers but also all stake holders of the organisation. It is not limited to only taking calls but also serving them.
  2. Customer service is not only limited to entering data but also reporting any major or minor incidents or events connected with operations.
  3. Customer service is not only limited to stick with your computer screen but also working (digitally & physically) as part of the team in the office.
  4. Customer service is not only limited to individual capacity to deal with visitor inquiries or customers queries but also building a relationship with them.
  5. Customer service is not only limited to talking over the phone but also giving genuine feeling to the customers on the other end of the phone.
  6. Customer service is not only giving cab service to the customer but also showing them the reflection of the mission of the company i.e. Amazing, Reliable and Experienced.
  7. Customer service is not only limited to deal all inquiries or queries or complaints, individually but also escalating concerning the matter to relevant departments within the organization. call-1357566_1280
  8. Customer service is not only following particular instructions within job role but also very much expandable by expanding vision about customer services and upgrading the role to the next level of service.
  9. Customer service is not only too many calls continuously with pressure but also showing a great sense of responsibility to show same great service passion to the customer on the other end of the phone as a proactive contributor.
  10. Customer service is not only to work as an individual but also part of the big plan of a synergistic team designed by effective management of the organization.
  11. Customer service is not only booking travel information into the system but also reserving expectations of the customer for current job and next job.
  12. Customer service is not only the first eye of contact of the company but also ever lasting impression upon a customer for rest of their life.
  13. Customer service role cannot only be important milestone for your professional career but create and make loyal connections of the outer world with the company.
  14. Customer service role is not only high paid role in the modern world but also a great contributor to the organizational annual financial targets.
  15. Customer service is not a fixed enclosed role with limited set of expectations but also provide the foundations of becoming leader in your role and all possible upgraded roles in future.

Leadership and Management Trainings – an Effective Paradigm

Preface – Is the business leadership subject of Management or it is covering all roles of life of an individual. Are we enough able to develop engaged and committed employees? Or do we see ourselves as great carer or parent? Are we enough self-aware that we are directly or indirectly connected with our cultural and social roots and at the same time we are making significant contribution to our organisation, family, society and the world?

Great author Dr. Stephen R. Covey says;

“I don’t define leadership as becoming CEO. A CEO is no more likely to be a leader than anymore else. I am talking about leading own life, being a leader among your friends, being a leader in your own family”.

These are very important and contemporary questions for contemporary and demanding minds. We are missing definite certain principle based believes-set that would modify our Industrial mind to information or knowledge worker age and it would prepare us against those societal forces, out of which we can choose to respond. We are product our generation-to-generation transferred attitude or we have our own wisdom of freedom to do or meditate against historical standards. I am victim of this lifestyle or thinking pattern because my parents & my family have been nurturing with this environment or we have our own voice that can create great relationships and humanitarian events.

Leadership and management Trainings by Maratib Ali Shad

Leadership and Management Trainings by Maratib Ali Shad

Basically, leadership explain and provide us a new mind-set which provide us a unique paradigm of abundance mentality and freedom to choose our response. We need to cope all modern challenges of life, job, business and rapidly changing societal trends.

Dr. Stephen says,

“The problem of leadership today is that managers are still applying the Industrial Age control model to knowledge workers. They fail to tap into the highest motivations, talents, and genius of their people”.

Inspiring author and Leadership authority, Dr. Stephen R. Covey believes that every human is a unique combination of body, mind, heart and spirit. Each person on this earth has different needs of their living conditions, versatile talent of diverse taste, emotional attachments with natural and unlike things, roles and great voice of spiritual intelligence which guide the person throughout his life. This is so dynamic and great paradigm of human dignity.

Our almost every child and adult are studying in schools and university. But we need to think that did we provide them opportunities to learn effectively foundations of spiritual, moral, cultural and social needs. We have developed lot of engineering miracles and multi-million institutions but our students are lack of understanding of all human needs in reality. Our popular life style has born a generation where we read news; 66% Americans are either overweight or have obesity and similar data we have in other part of the world. Every person is under pressure of unwanted things. They are in pain but they have to live with it. We are building thousands of physical fitness gym, however, side by it, we have less number of leadership development institutions where we can develop such humans who can maintain their body fitness, learn to flourish, passion for excellence and live by conscience in every moment of life.

In this knowledge worker age, people are unable to keep balance in their different roles of life. For example, a productive employee could be very smart Manager to create multi-million dollars ideas to his organisation but that employee could not maintain great relation with their spouse. It could be a worse relationship setback!! They are not even proven caring parent or guardian. Likewise, business or technical professionals could have very unique mental approach for becoming successful entrepreneur or highly skilled worker but they are unable to understand their child’s needs. We need to build leaders to cope it. Dr. Stephen R. Covey said;

“When parents see their children’s problems as opportunities to build the relationship instead of as negative, burdensome irritations, it totally changes the nature of parent-child interaction. When a child comes to them with a problem, instead of thinking, “Oh, no! Not another problem!” their paradigm is, “Here is a great opportunity for me to really help my child and to invest in our leadership.”

This is indeed a great leadership paradigm.

Troubled life is also result of heedlessness of Time Management Principles, to do list is not sufficient and was an old method. Now this age demands new approach and new tool sets of keeping balance all tasks for all roles of life which we choose to plan and do proactive. Furthermore, we need to split our years and months into weeks and days, for all individual roles, based on urgencies and importance factor. Dr. Covey said, once;

“The key is not to prioritize what’s on your schedule, but to schedule your priorities.” (Leadership Paradigm)

A smart business one may have extra substantial possessions but he or she could lack of meaning of life. They are not able to know about purpose of their life and give the ultimate inner satisfaction for their daily works why they should do it. This philosophical approach of thinking is as vital as earning money or other important work. They may need to study sacred literature or have certain links which indoctrinate them for religious or spiritual faiths which can give them direction of life and accountability as they would need.

As “Accountability breeds response-ability.”

On the other hand, Leaders are also so rich people with certain mind-set who can keep balance in their life, you know why? Because they have found their voice of their personal and professional realms and now they inspire other to find their voices and it will inspires millions.

Hence, Professor Stephen R. Covey define Leadership as

“Leadership is communicating to people their worth and potential so clearly that they come to see it in themselves.”

So leadership is real need of today whatever you have the role of your life.

Leaders tend to be trustworthiness along with their competencies. Professional competencies demands new skills, new tool set and unique paradigm under character groom itself.

Character building is a great challenge of today’s world. Failure as personal or professional roles is in result of character weaknesses and our schools and society have been failed to make a trustworthy person. It effect, often, the personal relationships especially with friends and spouses and also in business environment when Manager or CEO involve in affairs and corruption scandals.

“90 percent of all leadership failures are character failures”.

Basically, character is composition of integrity, maturity and abundance mentality whereas competence build through technical knowledge of certain field or industry, conceptual understanding of things and ideas and how to become interdependent to achieve business or work goals. When character meets with competency, wisdom born. Leader than live by wisdom, act under humility and do by courage.

Leaders believe in synergistic team work where 1+1 is not 2 but 11 or more. Where teams in factory unit, offices and homes earn fruits of synergy every moment. They reinforce strengths and ignore the weaknesses of each other. If people have conflicts at work, home and in politics, leaders transform the issues the 3rd alternative solution which is a higher way out of solution provided by each party. Like Dr. Stephen Said,

“Valuing the differences is the essence of synergy the mental, the emotional, the psychological difference between people. And the key to valuing those differences is to realize that all people see the world, not as it, but as they are.”

Today, most of employee are disengaged with organisational priorities. Involvement of employee can be make sure only by directly emotional attachment with core purpose of the project or organisation. Clearly communicated mission and its derived goals are indispensable for happier workers.

No involvement no commitment!

All principle-centred leaders believe in run their roles of life based on mission statement. Their personal mission are integrated with their professional job roles, family and relationships. Goals, weekly and daily tasks are their water under they live. They use modern technology for keeping their Time Management and priorities but do not indulge in it. They are self-manager and carry powerful life driven character oriented values like integrity, trust, humility, trust worthiness, dignity, optimism, synergy and stewardship. They lead their own life with interdependence style of amalgamation of Vision, Discipline, Passion and Conscience.

This world is turning into intense customer oriented. Every individual and organisation are somewhere are customers of each other. Therefore we need to build a mind-set where this customer oriented market can be satisfied and service must be essence of all passion and spirit.

Like Nathan Eldon said once, “Service is the rent we pay for living in this world of ours”.

Leaders have vision of deep thinking and philosophical foundation the way they perceive the world. They believe in people, watch dreams, have idealistic approach, aware of reality, really helpful for everyone and have capacity to think outside the box. Consequently, they are creative and mature enough to achieve their desired life.

Leaders maintain self-discipline because they believe in natural principles and see synergy everywhere in nature. They know that they need to focus on their mission and goals, constantly, independently through continues hard work and competent values with decisive nature. They executive in their business action plan with realistic and achievable approach.

Also, leaders are passionate about what they do, fearlessly. They are enough sensitive to accept every challenge of their life role, self-motivating and have immense courage to launch personal and business initiatives.

Keeping their vision, discipline and passion, leaders also need a lens through which they can accountable itself. They have great sense of right and wrong which burn them from their inside and they listen inner friend’s voice of their conscience, it always push or pull them in every moment of their life whenever they need of it. This little whispering is called conscience and govern all other three component of the whole-person i.e. physical, mental and emotional or social intelligences within a leader.

If an individual could really believe on these intelligences, along with whole roadmap to live on path of greatness, and find his own voice then it can discover a leader inside you, no matter what age level you are.

Dr. Stephen R. Covey says,

“We are a product of neither nature nor nurture; we are a product of choice”.

And that’s Leadership.

So we need to certain training programs that can build minds of our employees, parents, scientists and professionals who can cope and feel difference in this age of complexity and next age of wisdom. These trainings can have spirit to transformation the lives many individuals who can become source of inspiration of thousands of others and then this light spreads on.

Today multi-million industries and brand companies are investing billion pounds to educate on their employees development so that they can be engaged with purpose and operations of the organisation. Government and private organisations are focusing that how they can develop and transform minds of their workers to meet knowledge worker age economy needs and be cradle of inspiration for next business generation.

I believe that leadership developmental programs are voice of this age and is necessary part of every academia, on top. Individuals are getting blessed by virtue of this new mind-set and learn new skill-set to cope every challenge of new time.

Today, core academic discipline like Business Management has comprehended importance of education of Leadership development to graduates and professionals. Thousands of universities and colleges are announcing hundreds of courses, trainings, seminars and certifications for Leadership growth. Multinational organisation and cooperate world need diversity and vision in their management mentors and workforces to be succeeded their business master plans and financial goals. They are in great need of certain mind-set which can renovate their management into truly and dynamic business leaders.

I have shown you a very quick view of importance of leadership development in business, personal and social roles. There are many other dimensions as awakening calls for Managers and emerging individuals who can train themselves with change of successful paradigm that is need of today and we must need to abolish old successful way of thinking pattern because remember;

“ Nothing fails like success”.

Trainings based on leadership improvement packages and individual effectiveness are in fact fundamental function of today business and innovative world. Emerging enterprises and social organisations need networking and transparency in actions of which they want to achieve their collective dreams. Employees of the organisation want to work in healthy environment where they can fulfil their needs of personal and family economics, learn new skills and unleash their potential, emotionally connected with cause of the organisation with synergistic spirit and with definite accountable inner which whisper them either they are doing right and wrong.

“You cannot change the fruit without changing the root”.

Leadership and Management Trainings – an Effective Paradigm – By Maratib Ali Shad – London

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