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Demonstrating Leadership Through Good to Great Customer Service

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Presented By: Whitney Albert, Director of Account Services
Advantage Communications, Inc.
2013 Low Income Advocates Leadership & Community Development Conference, Little Rock, AR
September 11, 2013

Published in: Business, Education
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Demonstrating Leadership Through Good to Great Customer Service

  1. 1. Advantage Communications, Inc. Demonstrating Leadership Through Good to GREAT Customer Service Presented By: Whitney Albert, Director of Account Services Advantage Communications, Inc. September 11, 2013
  2. 2. Advantage Communications, Inc. Advantage Communications, Inc. Mission Statement The mission of Advantage Communications, Inc. is to serve our clients, associates, and community…by providing economic value to every relationship and to manage our business in the highest ethical manner…on the premise of value creation.
  3. 3. Advantage Communications, Inc. What Do You Think of When You Hear The Word “LEADERSHIP”?
  4. 4. Advantage Communications, Inc. Here’s What I Think Of… http://advantageci.com/about.html
  5. 5. Advantage Communications, Inc. A Different Type of Leadership: Level 5 “You can accomplish anything in life, provided that you do not mind who gets the credit.” - Harry S. Truman
  6. 6. Advantage Communications, Inc. Good To Great : Level 5 Leaders
  7. 7. Advantage Communications, Inc. Good To Great : Level 5 Leaders “Level 5 leaders channel their ego needs away from themselves and into the larger goal of building a great company. It’s not that Level 5 leaders have no ego or self-interest. Indeed, they are incredibly ambitious – but their ambition is first and foremost for the institution, not themselves.” - Good to Great By: Jim Collins … We call Level 5 Leadership, Servant Leadership.
  8. 8. Advantage Communications, Inc. Characteristics of Level 5 Leaders Humility + Will
  9. 9. Advantage Communications, Inc. Characteristics of Level 5 Leaders A Compelling Modesty
  10. 10. Advantage Communications, Inc. Characteristics of Level 5 Leaders Unwavering Resolve to Do What Must Be Done!
  11. 11. Advantage Communications, Inc. Characteristics of Level 5 Leaders Work-Man Like Diligence
  12. 12. Advantage Communications, Inc. Characteristics of Level 5 Leaders The Window and the Mirror
  13. 13. Advantage Communications, Inc. Good To Great : Disciplined Leadership How Do You Serve? Most of us strive for excellence and derive satisfaction from membership in great and enduring organizations that have important purposes and that make significant contributions to society. Those who are fortunate enough to work for great organizations do not need to be motivated. You Must First Serve Each Other Internally to Ignite An External Culture Shift.
  14. 14. Advantage Communications, Inc. Know Your Customers: Two Types Of Customers Who are your internal customers? • Your internal customer is you, your manager, management team, and fellow co-workers. Who are your external customers? • Your clients are your external customers - without them there would be no need for you. Your external customers are also your vendors, other agencies and all constituents that interface with your brand.
  15. 15. Advantage Communications, Inc. So How Can You Exhibit Leadership through Good to Great Customer Service? See Yourselves as Your Customers See You! http://play.simpletruths.com/movie/212-service/?cm_mmc=ExactTarget-_-MO-_-08.26.13-_-TTSVmovie&j=222623&e=jhar
  16. 16. Advantage Communications, Inc. Thank You! Questions…
  17. 17. Advantage Communications, Inc. Contact Information: Whitney Albert Director of Account Services 501-244-4915 walbert@advantageci.com advantageci.com Follow Us on Facebook and Twitter

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