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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
Reward Employees With Something Meaningful
The smartest and most successful business owners realize that they need to recognize their employees when they do a good job. Employers who take all of the credit typically attract people who can't get a job with anyone else, and eventually the business crumbles because new ideas no longer bubble up and service collapses.
Wednesday, 18 April 2007
Building A Better Carrot
Pay for performance is on the rocks and agency budgets are tight, but dedicated managers still find ways to reward and recognize employees.
Tuesday, 17 April 2007
Employees Prefer Financial Rewards
Two in three employees prefer financial rewards over straight non-cash benefits or internal recognition, which is a sharp increase from 12 months ago, according to a recent survey.
Tuesday, 17 April 2007
Performance Reviews Your Employees Will Love to Get
Is inflicting annual performance evaluations on your employees or direct reports part of your job description? Would you like to wake-up from this recurring workforce management nightmare? Read on to discover the secret to giving performance reviews your employees will love to get.
Monday, 16 April 2007
Poor Performance Refers To Ability — Not Behavior
A poor performance is usually something you see in amateur theatre — not in the workplace! Many employers — if not most — confuse poor performance with negligence, incapacity and even misconduct.
Friday, 13 April 2007
Nipping Performance Shortfalls In The Bud!
In one of my previous columns, I gave seven reasons for employees’ performance shortfalls, six of which are correctable and preventable through leadership and management.
Thursday, 12 April 2007
Talent Management Becoming Strategic Priority
In a recent survey, nearly three-quarters of business executives and HR professionals "strongly" or "very strongly" agreed that talent management is a strategic priority for their company. Yet only 57 percent of those companies have implemented formal plans to identify, grow, and retain talent.
Tuesday, 10 April 2007
Customer Service Needs Context
Customer service improves when the customer service representative has rapid access to information needed to answer customer questions on orders, production schedule, inventory status, and shipping.
Monday, 09 April 2007
The Spirit Of Recognition Is In Practice At Banking Giant
In a study by the Society for Human Resource Management, 79 percent of associates who leave an organization state "lack of recognition" as a key factor, often seeking out employers that offer interesting work, regular recognition and rewards, and opportunities for advancement.
Monday, 09 April 2007
Boss' Job To Get It Right With New Staff
A recent Employment Authority decision serves as a useful reminder to employers to ensure they have clarified terms and conditions of employment when a new staff member is hired.
Tuesday, 03 April 2007


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