Will the Customer Service Process Ever Be the Same?
By Floyd Adler, Training Account Manager, Signature Worldwide
What an interesting question and what a challenge! Personally, I do not look at customer service being the same as it used to be; however, the challenge lies in the demand to work harder to make EVERY customer service encounter better than it has ever been.
Leadership Development at Edward Jones
By Margery Weinstein
Educating a Better Customer
By Norma Jarman, Training Account Manager, Signature Worldwide
A customer may not know about the skills needed to succeed…but they know what does not work. How can we condition a customer to stay at our hotel property repeatedly?
For us Road Warriors, that time of year when our patience will be pushed to its limit is quickly coming upon us—the summer travel season!
Applying Mastery Learning to Instructional Design: Part 1
By Robert Cooperman, Training Academy Program Director, Ohio Office of Budget and Management
What Switches On Self-Interest, and Switches Off Company Interests?
By David Gebler
Most leaders already know that to achieve superior results they must foster a healthy corporate culture grounded in strong values. This should be easy—most employees already share the same values their companies endorse. So why is it so hard? Why is it that in most organizations their corporate culture works against high performance and top results?
The Art of Interviewing Like a Pro
By Michael B. Junge
Training Still Matters
By Mark Miller, VP, Organizational Effectiveness, Chick-fil-A
Put Culture First and Forever
By Robert Reiss and Jeff Fox
There are three sustaining factors in business: winning culture, marketing, and innovation. That’s it. Three factors.
Marketing is the identification, attraction, getting and keeping of okay customers. Innovation is creating new products, new ideas, new ways, new processes, new anything.
Leaders’ Decision-Making: A Blended Approach
By Dr. Jay McNaught, Senior Manager, Leadership Development, Pfizer Animal Health, and Cliff Hebard, Principal Consultant, Hebard & Associates Corporate Learning Systems, LLC
Decision-making as a stand-alone leadership development topic seems to generate less interest—on the surface, at least—than other topics.
One cause may be the persistent beliefs that decisions are made either (a.) logically or (b.) intuitively, but not both.
On the contrary, research suggests that:
Don’t Just Say It, Convey It
By David Lapin
The foundation of robust communication rests more on the ability to hear than on the capacity to speak. Communication is ineffective if it isn’t heard, no matter how eloquent the speech. As leaders, we need to hear our people, but equally important, we need to make sure the people we lead are hearing us. This applies on a day-to-day level, but is particularly important when having a serious conversation with an individual about his or her performance.