Optimal Leadership Styles Introduction People works together as teams in serving the target customers, an indication that a contact center environment must employ diverse leadership styles in managing the customer service effectively. Leadership and management has different meanings, it has been noted that management entails doing things in the right way while leadership is about doing only the right things (Leadership and Oraganisational Success, 2012). A manager is a facilitator to the performance of teams while leaders are found in the teams, people with special talents will always crop up, meaning that titles does not refer to leadership, but strengths in a person always prevails. In a customer service perspective, it is important to apply diverse leadership styles in dealing with multicultural customers who have different approaches and different needs (Benincasa, 2012).