Great customer service doesn’t have to be complicated. There are four fundamental concepts that can improve the productivity and effectiveness of your customer service efforts: common sense, flexibility, problem solving and recovery. Great customer service isn’t rocket science. Customer service isn’t a department. It is a simple philosophy that should be practiced by everyone in an organization, regardless of their… Read more →
Sourcing, engaging, and retaining talent is a universal global challenge. According to a recent global survey conducted by Deloitte, the International Society of Certified Employee Benefit Specialists, and the International Foundation of Employee Benefit Plans, human resource professionals across the globe have continued to be challenged by attracting and retaining top talent. These data are congruent with other recent studies… Read more →
Employees and their managers view training from different perspectives, and recent surveys highlight the strategies necessary for training initiatives to consistently produce a measurable impact on loyalty and productivity. Many managers believe employees are overwhelmed with current responsibilities and generally uninterested in new training activities. They say time is short, budgets are limited and there is no point to providing… Read more →
Do more than look – Observe Do more than see – Experience Do more than reach – Grow Do more than read – Absorb Do more than hear – Listen Do more than listen – Understand Do more than think – Reflect Do more than talk – Relate Do more than work – Succeed!
Incredible breakthroughs take place through simple, open and honest conversation. Einstein and his colleagues spent years openly bouncing ideas off each other. They exchanged concepts without trying to change the others’ minds and without bitter argument. They felt free to propose whatever idea they conceived, establishing an extraordinary professional fellowship. This risk-free collaboration led to breakthroughs and discoveries that later… Read more →
Improving employee retention through training is a strategic management tactic that is frequently overlooked. All too often a business assumes giving people a salary raise or more vacation time will create job satisfaction. Instead, what happens is the staff adjusts their standard of living to consume the raise and is away from their jobs longer due to the increased paid… Read more →
“Knowledge is knowing people” – Confucius Use the right assessment tools to help you better identify the right candidates or development needs. The following is a checklist to help you choose the right assessment tool for hiring and development planning.
Contrary to popular belief, being an effective leader is not something we are born with. Leadership combines good organisational skills with the skills necessary to get people to do willingly and well the work that needs to be done. These techniques can and need to be learnt. Every organisation can improve its effectiveness, without major innovations or capital investments.
In the past this wasn’t a concern. People were considered replaceable. Organisational assets consisted of tangible things like the property and equipment that an organisation owned. Not any more. Now people, particularly talented ones, are often an organisation’s most valuable present and future assets. They keep the organisation running, help generate revenue, keep your customers satisfied and not only contain… Read more →
A motivated employee is not only a productive employee, but a key ingredient for the success of any organisation. Motivated employees provide exceptional customer service, which brings customers back to you. They also stay with the organisation longer, which decreases the costs inherent in hiring and training new employees. How do you motivate employees? You can use a variety of methods,… Read more →