They were autocratic, and focused on the powers they had as a leader, not the individual employees. Leaders of the past were strong believers in the chain of command and were very bureaucratic. Leadership is a key element to make an organization effective, especially in the customer care realm. Leaders within organizations are responsible for seeing what needs to be done in the future and then getting out of the way of staff so they may implement the changes in order to serve the customer at an optimum level. Let's examine the qualities a leader in the 21st Century will need to lead their staff, provide optimum customer care and succeed in our rapidly and ever changing business world.
True leaders see possibilities.
They are able to motivate staff and key players toward the future. Employees need a clear idea of where the organization is going and why it is important for them to help implement the vision. Simply stating this is the organizational vision is not enough. Surround yourself with people who complement your weaknesses. Secure leaders are not afraid to acknowledge their weaknesses and surround themselves with individuals who have strong skills in their weak areas.