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Business Management and Leadership Essay

One of the key components in business management and leadership is the ability of the manager to creatively solve problems and enable the business to achieve its desired objectives. In order to be effective in his/her specific role of a manger, the service department manager should know that the department acts as the direct link between the organization and its customers. The ability of the organization to achieve its goals is dependent on the services it offers to the customers. Therefore, the service department should ensure that the organization is instrumental in providing quality customer service. Nonetheless, for this department to be effective in delivery of quality customer service, the service manager should have the following characteristics:


This is one of the most important characteristics that a service department manager should have because he/she is responsible for creating an environment where people work together to a specific goal. As the recruiting manager, I will look for someone with self-motivation because this characteristic is important for planning as a management function. It is through planning that objectives are set and the course of action for these objectives determined (Barnett, n.d). The candidate should have self-motivation because it will enable him/her or perform

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the role of developing procedures for customer service as well as policies for the service department.  In order to plan well, the candidate must have knowledge of the various machinery, equipment and supplies used in the organization.

In addition to this, self-motivation will enable the service manager to influence other towards the achievement of the set objectives. Self-motivation will enable the candidate to be an effective leader who motivates his/her subordinates while understanding their values, personalities emotions and attitudes. The candidate should have knowledge in behavioral sciences, which help in understanding leading as a management function.

Good Communication Skills:

This is not only a skill that the candidate should have but it is also an important characteristic for effective management. The candidate should not only possess the ability to communicate clearly but he/she should also have empathy toward his/her subordinates and the customers. Good communication skills are important for roles such as communication with customers, identifying and resolving customers’ problems, handling customers’ enquiries, discussing possible improvements to services with other managers and supervising the service department team (Watts, 2009). Good communication skills enable the service manager to design and organize specific tasks to individuals within the service department while maintaining job satisfaction and organizational commitment.

Decision Making:

In addition to being a risk-taker, the candidate should possess the ability of making tough decisions. This is important in the task of controlling as a management function because the prospective service manager will have the role of learning about the organization’s services and keeping up with changes. The ability to make tough decisions ensures that the performance of the service department does not diverge from standards. Through this, the manager will determine whether the organization is delivering quality customer service and ensure that the service department workers deliver high quality service.

In conclusion, there are several questions that will enable me to identify the candidate who can fulfill the requirements for the vacancy. These questions include: What do you intend to accomplish as a service manager? According to you, what is success? What motivates you to do a job? What do you do to have a positive influence on another person’s actions? As a result of your influence, what did the person accomplish? How would you define a high quality customer service? How is it possible to do something you really don’t want to do? These questions will help me to understand what excites the person about a job, their ability to motivate others and knowledge of the job expectations (Abudi, 2010).  Additionally, I’ll also be able to know their decisional, informational and interpersonal skills.


Abudi, G. (2010, March 10). Interview Questions to Determine a Good Fit with the

Organization. Retrieved July 22, 2010, from http://www.ginaabudi.com/interview-questions-to-determine-a-good-fit-with-the-organization/

Barnett, T. (n.d.). Management Functions. Retrieved July 22, 2010, from


Watts, J. (2009, March). Customer Service Manager: Job Description and Activities. Retrieved

from University of Surrey website: http://ww2.prospects.ac.uk/p/types_of_job/customer_services_manager_job_description.jsp

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