Service Leadership

Leading with Service during the COVID-19 Pandemic 5

As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health …

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Aligning Leadership and Service Performance: Challenge #5 of 5

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the fifth challenge, Aligning Leadership and Service Performance.

How to Engage Your Leadership Team for a Successful Service Culture Transformation

Many senior leaders assume that service performance improvement only requires a front-line training initiative. This is a fundamental mistake. A strong and successful service culture demands the power of a senior leadership team that is fully engaged. Leaders must confidently share the vision, align with each other to remove roadblocks, reward ongoing success, and role-model excellent service behavior.

Why is Leadership Support so Elusive?

I have been in the field of training, leadership, and organizational development for over 20 years. Through all these years, I have heard one message (and complaint) from practitioners, consultants, authors and gurus: for cultural change to succeed, top leadership must support it. It’s amazing. This message is so consistent. And there is so much evidence to prove it! Yet the issue persists as a key barrier to successful culture change.

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