The power of positive asking
Why won’t they give me the resources I need? They hired me to do a job, they give me all these goals, and then they won’t give me the staff/budget/IT/authority/fill-in-the-blank
What Makes Good Reps? What Makes Reps Good?
Is it experience? Attitude? A warm and friendly voice? When it comes to determining what makes a contact center rep
Follow the service leader
Customers should never have to work to get service. They shouldn’t be obligated to know their customer numbers or item numbers before they can enjoy the
Picking the right one
In the previous column, we discussed best practices for finding and hiring the right employees, focusing on job applications and the interviewing process.
A hire authority
Hiring the right person is the first step to successful employee retention. So although the day-to-day challenges and crises of running your business
Handling Shipping and Handling with Care
Do you have a returns closet? I don’t mean somewhere in your catalog’s distribution center; I mean at home. If you don’t, you’re probably not ordering
Tell Them What’s Wrong
YOU CAN’T EXPECT ANY WORKER to change an unsuccessful behavior unless you tell him what he’s doing wrong and how to fix it. But most people avoid giving
TAKE TWO
When the holidays approach, you’ve got to ramp up, even during an economic downturn. Whether you prefer to put the pedal to the metal or to sit idling
Stop, Look, and Listen Up
ANY HOPE FOR SUCCESS in cultivating employees’ resilience (see People, O+F March 2003) depends on everyday managerial behaviors as much as or more than
You Can’t Keep a Good Man Down
IN THIS DEPRESSING JOB MARKET, I’ve met with numerous managers who are looking for advice, referrals, or sometimes just a pleasant conversation with someone