We all know how successful Facebook has been over the past few years and this has a lot to do with the quality of the staff who work there. We have a saying “Companies don’t succeed, the people do.” This would be very apt for Facebook, who
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I am always amazed when I train managers and area managers how to coach, that their biggest challenge when giving feedback is to stop telling the team member what to do. We seem to think as a manager, we have to know all the answers and the
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“Your call is being recorded for quality and training purposes.” We hear this pre-recorded message so many times when we call various companies that I’m sure we are all used to it. So why do companies record calls from customers? As I was reading recently, a recorded call
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I came across this infographic recently and it really hits home how important customer service is to any business – whether you communicate with your customers online, over the phone or face to face. Customer service does make a huge difference financially. So if the research clearly
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I believe one of the key drawbacks from getting staff to really perform is we make things way too complex. From day one, with induction of staff, we take them through our policies and procedures, then onto the job and they learn how things work with more
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