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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
PEOPLE
Employees Would Rather Suffer a Hangover Than Talk to Their Boss
Leaders lack empathy with their staff, have poor leadership skills and that a third of them are ineffective.
Friday, 02 March 2012
Be Kind to Your Co-workers, Or Else
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.
Wednesday, 01 February 2012
Fired Call Centre Workers Launch $30M Lawsuit
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.
Wednesday, 24 August 2011
How to Keep Your Star Employees
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.
Tuesday, 02 November 2010
The Art Of Communicating Feedback To Employees
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.
Tuesday, 02 November 2010
Outsourced Call Centers Return, To U.S. Homes
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.
Wednesday, 01 September 2010
How Workers in High-Pressure Jobs Avoid Meltdowns
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?
Wednesday, 01 September 2010
The JetBlue Flight Attendant Who Took Off
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.
Thursday, 19 August 2010
Why Managers Should Pitch Learning, not Performance, to Newcomers
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.
Tuesday, 03 August 2010
Don't Wait For Rewards, Pat Your Own Back
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.
Tuesday, 03 August 2010


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