Lucy runs an order taking and customer service department for an online store selling high end shoes at low prices. Lucy has been the manager of the customer service representatives for over 10 years. In her opinion her department can do better. They have always been hovering between and average and slightly above average responses on their survey data.

Within the last month, however, the team seems to have become more lackadaisical than usual. Lucy is seeing a decline in a certain "something" The best way to describe it is the team has not gone the extra mile for their customers as they usually would. As a result her client ratings have gone down. Also tardiness and absenteeism are on the increase.

Discussion Question:

Please compose a response that addresses the issue in the customer service department from the following perspective:

• If your last name starts with the first half of the alphabet A-M, think about Lucy from a leadership mindset. What strategy and actions should she take from a leader perspective on ways to deal with the issues she is facing?
• If your last name starts with the second half of the alphabet N-Z, then think about Lucy from a manager mindset. What strategy and actions should she take from a manager perspective on ways to deal with the issues she is facing?

Finally, is it possible she can incorporate both leadership and management actions simultaneously? Why or why not?