Almost everyone can recall a not-so-good customer service experience. In these situations, you probably walked away feeling frustrated because your needs or expectations were not met. Do you know what differentiates "good" customer service fr...
According to a Harvard study, one toxic employee can cost an organization about $12,000 a year in lost productivity, low morale, upset customers, and litigation fees. How do you stop these "bad apples" from ruining your team? These resources ...
One thing the mouse (Mickey, of course) has taught us all is that in order to reach new heights you have to create an experience. Customers will return time and time again to participate in the experience you create for...
Relinquishing work sounds easy, but there's an art and science to delegating effectively. In this path, you'll learn more about the psychology behind delegation and how you can use it as an opportunity for development for your team.
Some of us have a hard time delegating -- letting go of work can sometimes be hard! But it's important to remember that delegating and sharing the load can actually make everyone involved more effective. Distributing work among other staff...
You know how to delegate, but are you missing the mark when it comes to delegating effectively? Avoiding delegation mistakes can make the difference between a productive team and an unproductive one. Learning to avoid these pitfalls can be the...
Resolving complaints is a challenging part of providing good customer service, but it's not impossible. Use these resources to learn how to handle angry, upset customers with ease.
One of the most important ways that organizations can ensure the success of their staff is through the strategic use of onboarding, the process of helping new hires adjust to their new jobs quickly and smoothly. According to the Society...
Let's be honest: starting a new job is scary, and meeting a new employee can be just as intimidating. On both sides, neither person is sure what they are getting into and each of them is paying attention to every...
Was the information shared what I expected? Was it what I needed? Am I missing anything? Am I ready to begin? Am I clear on my roles and responsibilities? These are just a few questions new hires have when beginning...
"Answering the phone" sounds like an easy task, right? But there's a lot of pressure to do it right. Each time the phone rings, it's an opportunity to make a good impression on someone on the other side, whether it's...
You are always busy. Between juggling multiple project deadlines, conference calls, and meetings, you have a pretty full workload. We get it. For things to run most effectively, you need to schedule, maintain, and update appointments as efficiently as...
Instead of fixating on AI and robots making humans in the workplace obsolete, we should be focused on enhancing our uniquely human qualities: collaboration, critical thinking, problem-solving and empathy. These “soft skills” are at the core of...
There is no such thing as an average learner. Every person has a unique mix of strengths and weaknesses, or what we refer to as variability, and the sooner we embrace it, the quicker we can change the way we...
The amount of content we produce every day is truly mind-boggling. There are more than 3 million blog posts created each day and half a million tweets sent every minute...That pace is only accelerating with the growth of the Internet....
Many times in order for you to develop a healthy growth mindset and exceed within your career, you have to press 'Pause'. In the past there was a prevailing theme that presumed "doing more helps you succeed", but what if...
In today's highly-competitive business landscape, your customer experience strategy must be laser-focused on the things that matter most to your customers. Customer journey mapping is one of the master keys to that kingdom. When approached from th...
Today’s customers are more demanding and knowledgeable than ever, and their loyalty is fleeting. Organizations find that what worked in the past does not guarantee future success. However, the best in the business know that having a customer-focused...
This path is for the data entry lovers at heart: those of us who enjoy manipulating letters and numbers into an intricate design which houses critical information for others' use, the ones who understand how to create spreadsheets and databases,...
Excellent customer service comes from character traits, not so much job skills. This path highlights the top four characteristics of stellar customer agents
Stop hearing and start listening! In order to really connect with your customers, managers, and colleagues, active listening is key. These resources can help you develop the skills that can serve as the foundation for good communication.
Create, maintan
HR departments have changed a lot over recent decades. Previously they were known to serve two primary roles: hiring and firing. Slowly people are starting to realize the potential and power HR departments have within an organization. These changes...
Magnetism is an invisible force that keeps things connected. This is a very basic definition of the word, but quite applicable when discussing the rules of Sales. Typically people are drawn to people for reasons they can't clearly explain. Whatever...
The begrudged sales call. You understand the fundamental principles behind selling, but you still dread the 'sales call'. There are several ways to manage a sales call, however, the 8 steps detailed below include the most succinct way you can...
Essentially, everything you do on a daily basis involves sales. Whether you are selling an idea, a product, or a service (or being sold to), you are constantly engaged in the process of capturing an audience's attention, presenting some level...
This is an all call for the serial fear mongers amongst us. Those of you who know you need to make a move, or take a leap, but fear has you in its awesome clutch. I challenge you, without judgement,...
Remember when you had time to enjoy a book without checking your phone incessantly? Maybe not. How about when you could spontaneously check on a friend? Still too far fetched? Your time can feel like it has become as scarce...
Have you ever thought about starting a career in graphic design? Or do you want to learn some basic skills for promoting your business? Either way, you don’t need to go to design school to become a graphic designer. With...
Many people link blockchain to bitcoin and cryptocurrencies in general. But it is not only related to digital currency. Let's try to better understand how this thrilling cyber code work.
You are a problem solver on a team with a large group of people. Everyone on the team has different agendas but you were all tasked with one central goal to accomplish. You know that without strong leadership your group...
To begin to study creativity, we must consider convergent versus divergent thinking. Our educational systems have long sought to teach students how to answer questions. What is the right answer? In most traditional teaching-learning situations,...
Everyone who manages wants to be thought of as a great boss. Being one doesn’t mean being an easy boss or not challenging your employees. It means being the kind of boss who knows how to get the best out...
Summer 2019 is approaching and internship application season is upon us. Internships are a great way to get hands-on experience in your field, network with professionals, and maybe even get paid along the way. With tons of different internships to...
“Our goals can only be reached through a vehicle of a plan, in which we must fervently believe, and upon which we must vigorously act. There is no other route to success.” — Pablo Picasso Goal setting is a very...
Spreadsheets & Databases are powerful tools that can simplify processes and assist teams in being more efficient. There isn't a single industry that does not need to effectively organize its data, ranging from software companies to schools...
It’s as simple as this: connection drives results. Networking, branding, communication, and even top notch ideas are only bits and pieces without human connection. Regardless of your goal, who you know and who knows you goes a long way. By...
Why do some teams 'just click' and others seem to be such hard work? How do I engage with my team members when they are virtual or disconnected? These questions are very common for us to ask ourselves when we...
Customer experience (CX) is a driving force in every organization and has opened a whole new career path. What’s driving this movement is that how people and companies purchase goods and services has changed dramatically in the past ten years....
The future of work is still human, at least for the next 10 or so years. How do you safeguard yourself and your most important method of survival? You develop your very human soft skills! Those skills we tucked in...
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