CATEGORY: Management

Informative articles on the latest developments in management trends, to help you lead and inspire your employees to excel. RSS-Feed

How to Create Outstanding Customer Service

Posted by Eric Friedman

customer service

A lot of companies claim to be customer focused today. But what does that really mean? It entails going beyond the standard “the customer is always right” mentality, in order to exceed customer expectations. Being customer-focused today depends on providing outstanding customer service. While a satisfied customer may return, he or she may also go elsewhere. How can you develop customer loyalty? You need to provide service that exceeds expectations and goes above and beyond what is required. It helps to think in terms of developing a relationship with customers by paying attention to what their needs are and what they may be in the future. The foundation lies in training your customer service staff and developing a culture of res [...]
Read full entry

The Generation Divide in Workplace Communication We Face as Managers

Posted by Jessica Miller-Merrell

workplace communication generation

With four generations active in the workforce, communicating effectively with each individual in his or her preferred style is one of a manager’s many challenges. We’ll take a look at each generation’s preferred method, and how to develop a communication strategy to satisfy each employee in his or her own unique way. The oldest generation in the workplace is getting ready to retire, and the newest is about to start a first part-time job while still in high school. Knowing about communication styles is an important skill to possess as our workplace gets more diverse. Traditionalists (1922-1943) Their communication style is a direct reflection of their generation name. Traditionalist feel that no news is good news. As a superviso [...]
Read full entry

Five Essential Qualities to Look for in Customer-Facing Employees

Posted by Jessica Miller-Merrell

five qualities

The customer-facing position is the most critical role in the service environment. Currently, about 27% of jobs, from retail to restaurant, fall into this category. As a hiring manager, you know that turnover can be high in these positions and employee morale can be low. To keep good candidates from leaving your workplace, it’s important to evaluate some specific skills when hiring, testing, or analyzing on-the-job training. To ensure optimal candidates and decrease turnover, we’ve come up with a few skills that hiring managers should put more emphasis on when deciding on which candidates to hire. Showing Empathy - While empathy can be learned, it is also something that comes more naturally to some people. Customers need the feelin [...]
Read full entry