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 […]

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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 […]

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 […]

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 […]

A little compassion would have gone a long way for United Airlines

by Dan Oswald Imagine you own a restaurant. It’s a small, cozy place that caters to families and has a great reputation not only for the food but also for the atmosphere. One evening, a customer comes in and orders that night’s special. When his entrée arrives, he takes issue first with the temperature and […]