Keeping Your Talented people, You’ll Need Them More When Recovery Kicks In. People leave managers. People don’t leave companies. An interesting and much espoused theory. But is it true? What do you think? The Theory X approach of Douglas McGregor to managing people,...
Most us assume we are good listeners, but recent research shows that poor listening habits and skills effect more than 70% of all employees, resulting in misunderstandings, errors, missed opportunities, arguments, stalled projects and damaged relationships. Listening...
Every customer is a unique individual with specific needs and issues, so there are few hard and fast rules that can be applied with absolute precision to all of them. But here are five general guidelines to achieve and maintain consistent, high-quality service that...
When we’re faced with real customer conflict – with raised voices, red faces and high blood pressure – it’s easy to get carried away with emotions of anger, resentment and sometimes even fear. So it’s not surprising that many customer service employees have difficulty...
There are no absolute rules to how we ensure customer service. If you want increase customer retention here’s four things that may help. At least half of all businesses are very customer services related. The success of these businesses hinges on the interaction...
In their recent book First, Break All The Rules, Marcus Buckingham and Curt Coffman of the Gallup organisation reveal what great managers do differently to ordinary managers. Their conclusions were based on research of in-depth interviews with more than 80,000...
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