Protecting Against Burnout
We often hear the term “Burnout” used to describe a
situation where someone is no longer performing well in his or her position. It
is important to focus on the fact that he is no longer performing well,
implying that he/she did perform well in the past.
What happened to this person?
Using Feedback to Motivate your Staff
Any 'dream team' is comprised of a talented and highly motivated
person, leading a talented and highly motivated team. Without
motivation, talent is nothing more than wasted potential. So,
before exploring feedback techniques, let's look at motivation. The idea
of motivation alone is an interesting subject. The word, motivation, is
often misused and/or misunderstood. Read more....
Creating a Company Culture to Retain
"good 'ole days" when employees would stay with a company for their
whole working life? Those times are long gone for sure. Today, most employees
are looking for more than just working at the same place as Mom or Dad. They
want a rich, exciting, rewarding experience and career path. Let's look at some
of the ways employees can be retained, adding value to the company and to their
own lives. More...
what you do, not what you say.
“Empowerment” is a term all to frequently
used like paradigm and “thinking outside the box;” after a while we
get tired of hearing it. Since
it is often overused and misused, it begins to lose its true meaning and
usefulness, often ignored or rejected.
However, the concept of empowerment is extremely important to the
success of companies and support operations in particular. Read
When a Good Employee Goes Bad
As if being a leader isn’t challenging enough
with employees who can’t seem to make the grade, it’s even worse
when one of your stars begins to under-perform.
What do you do?
start with some often-overlooked basics.
Your star player became a star because he wanted to.
Yes, it was desire that drove him to excellence.
It was also commitment (motivation & confidence) that allowed
her to develop the competence (skills & knowledge) to excel in a
number of tasks or the job. Read
Managing Customer Interactions -
The Hidden Benefits
Generally, most people would accept that Customer Skills Training is
effective in providing Support Technicians with skills that make the
customer “feel good” about the support experience. Clearly, these
skills are advantageous and typically require the Support Technician to
be polite, cordial, caring, and helpful. There is no question these
skills are necessary in creating a positive support experience for the
customer which is often more important than a quick resolution. But is
that really enough?