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By Jeffrey Paolano, former Labor Relations Vice President,and Raymond Rarey, Senior Vice President, Human Resources “Always bear in mind that your own resolution to succeed is more important than any other one thing.”—Abraham Lincoln (1809-1865), 16th President of the United States Congratulations! You have accepted a position as a first-line supervisor, and all you have to do now is figure out what to do next.

By Amanda Herder, Account Manager, Signature Worldwide Complaints happen every day. When a customer complains, it is usually for a good reason or genuine concern. They usually have made a purchase that did not meet their expectation—a product, service, or maybe a combination of the two. In the customer service industry, we cannot avoid complaints. We must take care of the customer by listening to the complaint, and resolving it, to ensure a happy customer.

Training leaders to manage toxic employees compassionately can break cycles of insecurity and negativity.

Executives, managers, and employees should be trained on essential conflict resolution protocol, ensuring all affected parties are brought into the conversation.