July 6th, 2014
Making an ethical decision can sometimes be a challenging process in the workplace. Given enough time, most of us are able to work through a dilemma and make the right choice. Life, however, does not have a pause button, and decisions quite often must be made quickly. What is someone who is caught in an ethical dilemma to do when a quick decision is the only option? When dealing with such a dilemma, a person is facing a “moment of truth” – a moment that can help define who the person is and who the person will become.
In a moment of truth, there are four critical questions that we must ask ourselves before we make a decision:
- Is it the truth?
- Is it fair to all?
- Is it free from harm?
- Am I proud to do it?
The illuminating video Moment of Truth focuses on six different ethical dilemmas, some more complex than others. Read the rest of this entry »
July 1st, 2014
Being the boss can be challenging. Higher paychecks come with more responsibility, more pressure, and often more time spent worrying about work. This increase in stress can lead to tension in the workplace. Studies have shown that a great or bad boss is the number-one factor that influences people’s performance at work. A great boss helps people thrive, while a bad one induces people to quit or do less-than-satisfactory work.
There are several keys to being a great boss:
- Share information
- Get people involved
- Listen to people’s concerns
- Take action to show you care
- Tell people what they’re doing right
- Focus on solutions, not problems
- Deal with mistakes in private
- Use mistakes to help people
These skills improve motivation, productivity, and the bottom line. They take negatives and turn them into positives. Read the rest of this entry »
June 24th, 2014
Every business has procedures for how it operates. And every business strives to provide excellent customer service — whether that customer is an internal customer or an external one. But sometimes, to a customer service representative, the rules can make it seem hard to provide the best customer service.
This is because customer service workers are typically limited on what they can say and do without breaking the rules of their company. And providing excellent customer service can mean reacting to an uncommon or unprecedented situation that might not have been covered when the customer service worker learned the business’s procedures. Thus, following the rules and still trying to help out a customer can be a tricky line to walk. However, with a few key strategies in place, a customer service associate can walk this line with confidence and provide excellent service.
An Invisible Man Meets the Mummy is a video training guide that shows customer service associates how to become the best they can be at their job. The video presents a lighthearted look at the rights and wrongs of customer service – whether it’s internal, external, or both. Read the rest of this entry »
June 20th, 2014
Worrying. It doesn’t feel good, yet at the same time it can seem as if we’re doing something necessary and even right when we worry. It might even seem as if not worrying means we don’t care or won’t take steps to prevent things going wrong. And we might wonder…without that nagging sense of worry, will we become apathetic blobs, sitting on the couch and watching television instead of taking action to remedy the problems in our lives?
Contrary to what many people believe, worry is not a natural state. It doesn’t help us plan, find ways to mitigate risk, or generally stay out of trouble. Quite the contrary: our brains are hard-wired to become less creative and responsive when we feel fearful or threatened – and what’s worry but an experience of threat, anxiety, and low-level fear? Read the rest of this entry »
June 18th, 2014
We live in the ‘”Age of the Empowered Consumer.’” Those companies that realize this will rise. Those who fail to grasp this new reality will fall.
When I studied marketing in the early 1990s, a professor said that a disgruntled consumer shares a negative buying experience with ten times as many people as a positive one. Today, upset customers can share their anger with the world.
Late in the evening of November 2001, two men arrived at a Doubletree Club Hotel in Houston, Texas where they had arranged guaranteed reservations. They were chagrined to discover that the rooms had long since been assigned, and they were miffed at finding themselves confronted with a desk clerk who was decidedly unapologetic about the mix-up, unsympathetic to their plight, and unhelpful at making alternate arrangements.
To express their displeasure, the two men used Microsoft’s PowerPoint software to prepare a humorous graphic complaint entitled “Yours is a Very Bad Hotel.” They sent the presentation to the hotel manager, two friends, and one of their mothers-in-law. That was it. On the last PowerPoint screen, they encouraged the recipients to spread the word. Read the rest of this entry »
June 11th, 2014
Globalization, talent shortages and roller coaster market dynamics are just a few of the complex challenges facing today’s businesses. So how do you lead effectively in this turbulent environment?
“Complex challenges — ranging from expanding into overseas markets to dealing with the fallout of natural disasters — often don’t respond to conventional approaches and knowledge. Instead, they require innovative thought and action,” says John Ryan, President and CEO of the Center for Creative Leadership (CCL).
Six important things you can do to become a more effective leader include:
Collaborate. Collaborative leaders can get tremendous results. Research shows that the ability to collaborate is a skill that top executives believe their men and women should have. In fact, 97 percent of the executives we surveyed identified collaboration as a key to their organization’s success. And yet, just 47 percent of those same executives believe the leaders in their organizations are skilled collaborators. Read the rest of this entry »
June 6th, 2014
Change is the Only Constant
Change is upon us, and we no longer doubt that it has become the way of life in our decade and beyond. In the real world, change occurs only when people embrace it, champion it, and have the courage to move onto uncharted paths. Successful change is about discovery and resistance, and attending to the needs of the people who are an integral element of the process.
Mentoring As Support for Change
Effective mentoring is a powerful way to address people’s needs during change, thus reducing resistance, and opening the path for the new desired future.
Mentoring Competencies That Support Growth
The ability to guide people through successful change is linked to specific mentoring competencies.
Successful mentoring relationships act as vehicles that enable people to develop the new behaviors that are necessary for change. These relationships are based on simple, but powerful principles:
• Mutual trust, developed as a result of mutual respect;
• Commitment to growth and discovery, through support and challenge;
• Openness to give and receive help and feedback;
• Commitment to action and results, the ability to make it happen.
Examples of Mentoring Help during Change
Each phase of transition offers different mentoring challenges. The following examples illustrate how mentoring behaviors can be tailored to meet specific needs.
Phase 1. Optimism
Early in the change process people may have an unrealistic view of what is required. Mentoring can provide a direction that keeps people on an even keel, and helps them understand the full impact of what is needed during change.
The mentor accomplishes this by asking good questions that help people identify their individual reactions to the change. This questioning process looks at both positive and negative aspects of the change, and helps identify future needs. By also sharing his/her own experiences with change, the mentor makes the change experience real and possible. Read the rest of this entry »
June 3rd, 2014
According to a recent study conducted by Ovum, customer satisfaction is considered the most important call center metric by more than 60% of customer service managers.
Customer satisfaction scores can reflect many things:
- The overall attitude and professionalism of the service representatives
- How customer problems are handled
- How customers are treated
- The degree to which representatives can effectively handle irate customers
- Service representatives’ ability to hit productivity goals without compromising quality
- The skill level of representatives who are asked to upsell products and services
CRM Learning’s Just a Call Away video training series is a way for organizations to address all of these topics.
Compelling examples and practical tips make the training videos both memorable and effective.
The videos can be purchased separately or together.
Individual video titles include:
June 1st, 2014
There are many misconceptions about how to speak effectively to an audience. People look for formulas and rules to follow with the belief that public speaking is a mechanical process. It’s not. It’s a human process. Other people think they could never become a public speaker-they just have no talent. While exceptional speakers usually do have a real talent for it, this doesn’t mean that we all can’t give a speech that will engage our audience and be a personally rewarding experience at the same time.
The more you hold onto old-and often misguided-beliefs about public speaking, the less effective you’ll be on the platform. You must go in with an open mind and, in some cases, work to change your thinking about giving presentations.
With that in mind, here are ten of the most common myths about public speaking-along with some food for thought to help you dispel the myths in your own mind.
1. I’m not a public speaker. Wrong. Everyone is a public speaker. Every time you speak at a staff meeting, you’re speaking in public. Anytime you stand up and introduce yourself at an association meeting, you’re giving a presentation. The waiter who recites the specials of the day is presenting. When you complain to the customer service department or go on a job interview, you’re presenting yourself. Read the rest of this entry »