One of the hardest parts of managing is people-leadership – and it is more important now than ever.
Employees – particularly good employees – are hard to find these days – particularly in the area of customer service. You don’t want to give them a reason to look elsewhere for employment.
In our Service Leadership courses, we often have interesting discussions on specific things that drive employees crazy. Here are two of them
There is a mountain of research that places trust at the core of customer loyalty and customer experience. It appears, however, that some in the insurance industry may not have gotten the memo.
The reason your friends become your friends is that you trust each other. The reason you go to the same hair dresser, dentist, mechanic, etc. is because you trust them. Trust creates a bond that is only broken when the trust is broken.
Most big businesses invest in training and development – yet big businesses fail at customer service for three primary reasons
Little did we know that the war on courtesy pendulum would result in some gracious behaviour being actively shunned.
it was then I realized that, over the last 16 years, workplace attitudes haven’t changed all
casting blame may give us some short-term satisfaction, it significantly damages our opportunities and reputations. It disempowers us and tells everyone around that we’re not willing to take ownership.
A mentor is an individual you respect, and who excels in the skills and disciplines you’re seeking to develop. They are guides, voices of reason, motivators, and a friendly ear. Mentors are invaluable assets in virtually every aspect of your career.
How can you defend yourself against stressful situations? One of the best ways is to make sure that you are mentally prepared for the things life throws at you. Here are two things you can do to help you be ready for stressful times.
The dynamics of dealing with a group of people is quite different than dealing with an individual. Here are a few do’s and don’ts to keep in mind