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Recent research shows that handling customer problems quickly and correctly will retain or even build customer loyalty. Customers who don’t get their problems solved will leave and not return.
How do supervisors affect customer service? We all know that frontline service people directly impact customer satisfaction. But we don’t often look at how much a supervisor’s behavior influences the service a customer ultimately receives.
When employees feel connected to an organization’s purpose and direction—and can clearly explain them to others—they become more engaged in the process and committed. Learn the importance of organizational messaging and how it translates to improved morale.
An understanding of the concept and process of coaching can transform professionals into more valuable resources for each other and the organization.
With the FISH! For Schools Starter Kit, you can introduce the FISH! Philosophy to your staff and build an enthusiastic, caring, learning culture.
There's a whole new generation of business leaders in the incubator. And, these new Generation X and Y leaders demand a new kind of leadership training.
This is an ideal resource for you to share with managers, showing them the extent of their responsibility for developing people. With the help of the video, you’ll help managers develop the interpersonal skills they need to carry out a learning needs interview.
The Learning Needs Trilogy is a comprehensive set of three training DVDs that focus on identifying learning needs, putting a plan into place to fulfil these needs, and reviewing the learning. Each title can be used individually, but we strongly recommend that you use these DVDs together whenever possible.
Having helped their people think through their learning needs, your managers need the skills and knowledge to progress to the next stage. This means helping the learner develop their learning plan. This video shows how to put together a realistic and achievable plan, using an understanding of the learner’s preferred learning style.
Help managers and learners understand the importance of reviewing learning – that the review interview is not so much the end, as the beginning of the learning process.