Service, Leadership, and the Human Touch | Teleperformance
Service, Leadership, and the Human Touch

Working in an industry where service is currency, the goal has always been to achieve customer satisfaction: we help customers find solutions, we provide support, we answer their questions, we resolve their issues. Having been in this industry for over 25 years, experience has taught me that service isn’t just helping people—humans really want to connect in a powerful way and to do so requires a certain level of vulnerability in sharing yourself. It’s here that we find the magic of the human touch.

Servant leadership is characteristic that needs to be nourished and shared. The act of providing service for the greater good is priceless, and can go a long way to create a spark that will ignite motivation in others. “People are happiest, as well as beneficial to society, when you’re doing things to help others,” according to a CNBC article I’ve read recently. In a study conducted by Power Skills titled “How Volunteerism Shapes Professional Success” for Women’s Way, it was reported that leadership skills such as problem-solving, mentoring, coaching, and communicating can be harnessed through volunteerism. Women leaders may not recognize that they are gaining as much as they are giving.

In order to lead, one has to serve—and I am grateful to have experienced this firsthand going to Africa for a service mission with my daughter, making the experience even more memorable. It truly served as an eye-opener, which for me struck a few emotional chords: during our home visits to different villagers, I was asked several questions, the top question was “how I get my water every day”. Many of the women we visited travel three to four hours on foot each day to fill up buckets for their water supply. I was humbled to learn how they farm their land and harvest their grains, and one even gifted me a chicken—this is no small present.  It was a stark reminder to count my blessings each and every day.  

In Africa, our service group consisted of five teams: education, vocational, health, cultural, and construction teams. I was with the vocational team as a Team Leader, and our jobs were to teach the women to sew and then sell the products. We were ecstatic when we broke the record for revenue made! We were able to pay rent for a shop for them before we left the country so they could continue to run their new store.

Fast forward to today, I continue my journey built on service and leadership. At Teleperformance, the heart of every interaction is service, strengthened by our common purpose: to build connections that last, powerful enough to create a meaningful impact. Compassion, care, empathy, and love—these are the most powerful things you can do as humans. “Life is an exciting business and most exciting when lived for others,” said Helen Keller once. I carry this thought with me, and enjoy the ride

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