Practical HR Tips, News & Advice. Updated Daily.
“Have you ever thought about what employees really want from a company and a manager?” asks business and leadership blogger Dan Oswald. What is it that really makes employees feel satisfied in their workplace? Among other things, having a manager who cares about them as people is part of being happy at work. Liberty […]
The holiday season certainly brings customer service to the forefront of our thinking, but excellent service is needed 24/7/365 in order to have a successful business. Therefore, in today’s Advisor, we continue our discussion of what makes great customer service—year-round. It’s not about shoes, says Internet shoe company Zappos’ CEO, Tony Hsieh. It’s about […]
If you and your employees don’t work directly with company customers, it may seem that customer service training doesn’t apply to you. But it does. Customer service is an issue that involves everyone in the organization. That’s because all employees have customers. If they don’t have external customers, they do have internal customers, otherwise known […]
In a BLR webinar titled “Customer Service: How to Build a Culture of Exceptional Service in Your Organization,” Gregory P. Smith, CEO of Chart Your Course International, described the success of Zappos, whose gross sales steadily and rapidly increased from 2000 to 2008 largely based on word-of-mouth and customer service. The lessons learned from Zappos […]
As Empathica, Inc. (www.empathica.com) looked for ways to make its core product more mobile, its software developers went out to talk to clients in their restaurants and retail stores. “We sent small, collaborative teams into the field to see how people wanted to use this,” says Gary Edwards, executive vice president of Client Services. ‘Walk […]
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 […]