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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.

This curriculum marks the first time actual business issues were identified and resolved as part of a formal learning experience at ESL.

Counsel insecure managers on how to manage while being secure in their own value. Acknowledge their strengths and weaknesses and encourage them to let their accomplished employees shine.

Training managers (and all employees) on meaningful communication may be just what your organization needs to avoid confusion and a demoralized workforce.