167: Building and Developing Great Leaders

Customer Service Revolution

Could your company's high turnover rates directly result from poor leadership?

On this episode of The Customer Service Revolution, explore the startling reality that 82% of managers are considered “accidental managers”—individuals with job function expertise but lacking crucial leadership skills. We unpack the extraordinary impact on organizations, leading to workforce dissatisfaction and ineffective leadership, and emphasize the need for structured training and supportive frameworks to cultivate true leaders.

Dive into what makes a leader effective or ineffective, drawing insights from a Harvard Business Review study. Discover the alarming statistic that 50% of employees unhappy with their bosses plan to leave, underscoring the necessity of developing skills like building trust and fostering open dialogue. Learn how Jocko Willink's “Extreme Leadership” principles can inspire leaders to deepen their connection with their teams, driving performance and engagement.

Finally, we explore how to identify and nurture emerging leaders within your organization. From encouraging bold risks to involving promising individuals in task forces, we outline practical strategies to help future leaders flourish. Understand the importance of high emotional intelligence, storytelling, and genuine relationship-building in creating “energy givers” who can positively transform your company's culture and success.

Tune in to revolutionize your approach to customer service leadership and unlock your team's potential.

Here are just a few takeaways:

• Transforming employee experiences to reduce turnover and boost effectiveness
• The importance of proper training and supportive standards for managers
• Contrasting outdated authoritarian styles with modern empathetic leadership
• Identifying and nurturing emerging leaders with high emotional intelligence and a growth mindset
• Building cross-departmental relationships and professional development through task forces and steering committees
• Utilizing storytelling and authentic relationship building in leadership
• Strategies for leaders to foster trust, loyalty, and open dialogue within their teams

Resources mentioned:

thedijuliusgroup.com/the-customer-service-revolution-podcast

thedijuliusgroup.com/project/cx-executive-academy

thedijuliusgroup.com/project/exea

thedijuliusgroup.com/blog

Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale

www.thedijuliusgroup.com

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EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.