Entries by Steve Riddle

, ,

CoachStation: Contact Centre Case Study

Too often organisations implement new technology and expect that this, in itself, will be the game changer.
As with many things in life…a balance between often conflicting demands and beliefs had to be challenged.
How we went about changing this was to understand what our clients and customers want…by asking!
The National Customer Solutions Contact Centre (NCSC) within Toyota Finance Australia (TFA) has gone through significant cultural, personnel and technological change over the past 18 months. This has proven to be a significant challenge and also provided a rewarding outcome as the business begins the next phase of its transformation.

,

Customer 360 Symposium: Leadership and Your Customers

Under the remit of my current contracted role as Head of Customer Service for Toyota Finance Australia, I recently attended an event in the Hunter Valley in Australia organised by Ashton Media titled Customer 360 Symposium. The opportunity to mingle and share ideas with like-minded professionals and customer focussed providers was genuinely excellent. There were many takeaways, some of which I felt it relevant to share via my blog as there are key points that relate to culture, leadership and creating an environment that encourages outstanding customer service.

,

Character and Personality Contribute to Leadership

Is a strong personality an asset or a hindrance in leadership and how does it compare to character?

As is the case when dealing with people, there is no clear-cut right or wrong ‘type’ of personality. The ability to flex styles and meet the needs of various situations is an asset however we all have ingrained preferences, beliefs, characteristics and personalities. A ‘strong’ personality in itself is also neither good nor bad. However when an individual possesses too dominant or overbearing a personality it can certainly challenge relationships in and out of the workplace.

Leadership This Year…and Next

This time of year is often associated with resolutions or the idea that changes to what has been the past are required. For me, the idea that a nominal date such as January 1st should be the trigger for self-review and improvement is somewhat skewed. The concept of self-awareness and subsequent desire to be as capable and self-aware as possible is an ongoing effort, or at least, it should be. When it comes to leadership, this ideal is as relevant as ever.

Leadership and Managing Redundancies

These are challenging times! It seems that, at least in Australia, we are yet to fully recover the confidence levels that existed before the financial crisis of a few years ago. This has led to less certainty in sentiment and in some cases, reductions in the workforce.
Leadership is imperative at any time, however our recent global and local economic plight brings the importance of leading well to the fore even more starkly.

Leadership, Politics and Private Enterprise

No matter your political predisposition, country of birth or current location, many of us have seen a dearth of good effective leaders in political circles.

It is not only in private enterprise that we have had the misfortune to see in recent years businesses ignore risk management, develop poor internal cultures and force us to question the value of salaries for some of the most prominent of CEO’s. Unfortunately this is apparent within politics also, particularly in Australia.

, ,

Drive and Motivation: 360 View Leadership

It questions the premise that, if we reward something you get more of the behaviour we want and if we punish something or someone, we get less.

The relationship of what is commonly understood between reward and behaviour may well be a series of misconceptions. Challenging! Our understanding of motivation and how this drives people is misunderstood, according to the theory, with other factors such as rudimentary cognitive skills, mechanical skills and the link to reward and performance challenging the thinking that higher reward equals higher performance.

,

Questions and Leadership – How They Influence Decisions and Actions

The ability to ask the right questions using an approach that is trusted and accepted is one of the great leadership skills.
It can lead to greater clarity, direction, understanding and comfort. Put another way, if you do not know why you are asking, why ask?

There must be a reason – what is the concern or trigger? A few key questions to ask that will provide greater certainty are:

, ,

Leadership and Relationships – It’s the Little Things

In leadership and relationships, it is often the small gestures and words that make all the difference. I have often been surprised at the number of times I have been reminded of my words and gestures from the past, how they have remained in people’s minds and in some cases had influence in their thinking and on their actions. To be honest, this has not always been in a positive sense, with mistakes and errors in judgment coming back to haunt me at various stages of my life as well. But this blog is more about the positive aspects of our words and gestures.

, , ,

Leadership Traits, Skills and Attributes – Poll

Late last year I ran a poll via LinkedIn asking the question: what is the most important leadership trait, skill or attribute that you would like to see developed and improved in 2013? I was very pleased with the number of responses, receiving 226 votes. What was most satisfying was the effort many people put into the supporting comments of which 49 added to their vote with their thoughts.