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Leaders lack empathy with their staff, have poor leadership skills and that a third of them are ineffective. |
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Friday, 02 March 2012 |
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When customers witness employees being disrespectful to one another, customers not only get mad, but they often try to punish the company in some way. |
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Wednesday, 01 February 2012 |
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At least a hundred former call centre workers have joined a $30 million class action lawsuit against IQT Solutions for unpaid wages, instead of going through the Ontario labour ministry. |
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Wednesday, 24 August 2011 |
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Some 27% of employees deemed "high potential" said they plan to leave within the year. That rate of dissatisfaction is rising "precipitously" as the economy stabilizes, up from just 10% in 2006. |
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Tuesday, 02 November 2010 |
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A prevalent feedback technique is known as the "sandwich" approach. With this method, the manager first states what the employee has done correctly. It is followed with what the employee has done incorrectly (and what must be changed). Then the feedback is completed with positive comments about the employee's performance. |
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Tuesday, 02 November 2010 |
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Home workers, such as Quigley-Hogan, represent one of the cheapest models for customer service. There are an estimated 60,000 people doing call center work from home. |
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Wednesday, 01 September 2010 |
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How South Florida workers in high-pressure jobs deal with difficult customers, stress. How do they avoid a meltdown when a customer just can't be satisfied? |
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Wednesday, 01 September 2010 |
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When that JetBlue worker rode an emergency chute straight into 'I quit,' a lot of working stiffs were right there with him. There are reasons why some handle stress better than others. But everyone can learn to defuse. |
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Thursday, 19 August 2010 |
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The results show individuals working on a complex task should focus initially on learning how to perform the task well rather than on how well they can perform it. |
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Tuesday, 03 August 2010 |
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I had a colleague who was very fascinated with the idea of personal recognition and he decided to reward himself with a beer while watching TV at home, if he cleared his inbox before he left from work that day. |
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Tuesday, 03 August 2010 |
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