Practical HR Tips, News & Advice. Updated Daily.
As we learned yesterday, the ultimate success of any business derives from the attitude of its employees. Good-natured employees not only diligently carry out their assigned tasks, but do so positively and creatively. They project good feelings and may find solutions to customer problems even where solutions don’t currently exist. That’s something even the best […]
If you were a general fielding an army, you’d know that no matter how good your tactics, success in battle eventually will ride on the quality and morale of your troops. Business is the same, and especially that aspect of business in which your organization is most likely to run into “hostile forces.” That’s customer […]
It’s estimated that a sincere, concerned, and skillful response to a problem can retain the business of about 95 percent of customers who complain. Below are some important points to convey to your employees: Most customers who complain are reasonable. They just want you to take their complaints seriously. They want you to demonstrate concern […]
Oswald, CEO of BLR, offered his thoughts on customer service in a recent edition of The Oswald Letter. Recently, my wife and I celebrated our 25th wedding anniversary, says Oswald. My gift to her was a trip to the Caribbean for a few days. That’s 5 days without kids! In our world, that doesn’t happen […]
by Dan Oswald You know good customer service when you see it. That’s a statement in which I firmly believe. But it also means you know horrendous customer service when you see it. Do I have a story for you! Recently, my wife and I celebrated our 25th wedding anniversary. My gift to her was […]
Every new hire completes the New Hire Training program for two main reasons. First, Zappos.com, a leader in online apparel and footwear sales, is a company that has set a high standard for service for both its internal and external customers, says Rebecca Ratner, former director of Human Resources. Second, no matter what their role […]
If you were a general fielding an army, you’d know that no matter how good your tactics, success in battle eventually will ride on the quality and morale of your troops. Business is the same, and especially that aspect of business in which your organization is most likely to run into “hostile forces.” That’s customer […]