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Turn a Complaint into a WOW
Most customers are reasonable people. If you show that you genuinely care about their happiness and appreciate their business, you leave a lasting impression.
Is Even Workplace Paradise Torture?
While Google often is lauded for its progressive, employee-friendly workplace, even its employees are not always as happy as they thought they would be.
Earning Customer Loyalty Through Service Recovery
Ask the customer what it will take to make things right and then do more—give them a “plus one.” Whatever you “should” be doing for your customer, add a little something extra.
It’s Time for Training to Talk to The Business
A critical lesson from the Training 2016 Conference: Connecting business results to the efforts of training has not always been the easiest to do—but clear communication between Training and “the business” make it a whole lot easier.
2 B or Not 2 B a Social Media Zealot
The moral of the social media tale in the workplace? No matter what we write, we can write comfortably, informally, but not carelessly. We need to remember that people beyond our original audience can easily view what we’ve written.
Top 10 Most-Read Articles in 2015
Did you miss the Top 10 Most-Read Articles on www.trainingmag.com in 2015? Catch up now!
Know the Difference Between Customer Service and Complaint Resolution
No one at a company should rest until customers are impressed…not just satisfied. That means training employees to go way above and beyond merchandise exchanges and money-back guarantees.
The Team Mindset: A Best-Investment Perspective
When it comes to creating shareholder value, talent matters most.
The Smart Investment in Training & Development: What We Can Learn from Abraham Maslow
Allocating training funds into the appropriate stage—survival, growth for stability, and competitive advantage—ensures that sound decision-making is at work and capital is managed like the investment it is.
Is Organizational Politics a Necessary Evil?
Office politics is a reality. Employees must be aware of it and protect themselves from it, while leaders must work to bridge the gap between employees and ensure effective interaction and understanding among them.