How to Teach Prioritizing Customer Issues
Demanding, especially unreasonably demanding, customers can frustrate customers service staff who aren’t trained to deal with it. What can we do to make these situations less stressful?
Tag: Customer Service
The Customer Call Back—Easy to Do, Big Benefits
Employees that work in customer-focused industries or roles can often feel overwhelmed. Let’s face it–customer service can be tough. People rarely call to tell you what a great job you’re doing. It’s to let you know something is wrong or to vent frustration. For many in these roles, these experiences can make it uncomfortable to […]
Sweet Gift Offers Lessons on Employee Engagement and Company Branding
On the heels of conducting a motivational keynote speech for a client in Las Vegas, one of the key executives sent me the most unique post-event thank you gift. The gift so resonated with me since it leveraged three of the most impactful drivers of both employee engagement and brand promotion and recognition.
Customer Service 101—Train the Trainers
The term “customer service” is typically applied to external customers, but trainers don’t have “customers” in that traditional sense. Their customers are employee learners. And it’s imperative that they see their learners as customers they should be kept satisfied if they want their programs to be successful. Why? Because unsatisfied learners won’t continue to take […]
Benefits: Online Training for the Healthcare Sector (and Your Sector) (Part 1)
Nearly $1 in every $5 spent in the United States by 2024 will be on healthcare-related costs.1 There is no question that this industry will be booming in the years to come; and there’s also no question that it’s changing rapidly—you need your employees to keep up to date, and your employees, especially your top […]
Cybersecurity Training Part III: When a Potential Threat is Discovered
[Part 1 and Part 2 of this article appeared in the two previous issues.] The financial impacts of cybercrime are expected to reach $6 trillion annually by the year 2021. It’s a massive issue facing individuals, governments, and businesses alike. When it comes to the business world, it’s important to train all employees on how your […]
Act like you own the place
by Dan Oswald I was at a conference last week with a group of senior executives and company owners. Not surprisingly, one of the topics the group discussed was how to identify and attract top talent. It was suggested that a common trait in the best employees is that they act like owners. That might […]
Good Company Culture is Essential to a Business’ Success
“Culture eats strategy for breakfast.” It’s a statement attributed to Peter Drucker, the famed management guru, and a concept that many business leaders ascribe to. I like to quote it, and I want to believe it, but is it true?
The Benefits of Training Customers and Partners
The role of HR and learning leaders has been in an ongoing state of evolution for the past few decades. One of the most significant parts of this evolution has been for HR and learning leaders to move from the role of administrator to a business partner that is actively involved in business planning and […]
Recent visit to Apple Store raises questions about the company’s customer service
by Dan Oswald I recently had an experience that made me wonder, can a company become arrogant? We’ve all met arrogant people, but can a company be haughty or egotistical? Let me share the experience first, and then I’ll come back to my question. My son received a pair of wireless headphones for Christmas that […]