Blog by Service Strategies
Posts tagged as:
According to data from the Future Foundations think tank, one in eight employees throw in the towel and leave their job before they reach a competent level of performance. Why they fail to reach a competent level is more about training and the skills of their manager than it is about the employee.
{ 1 comment }
Escalations are the bane of all service managers and are often a result of poor communications about unresolved customer cases. Keeping customers informed of what you are doing to resolve their issue is key to driving their ultimate service satisfaction. Unnecessary, low value escalations, often times occur when a customer finally gets fed up with waiting for their issue to be resolved or hearing something from the engineer, and escalates their case. These escalations result in higher per case costs, needless interruptions, lower customer satisfaction and frustrated technical staff. So how can you improve customer “Statusfaction”?
{ 1 comment }
Listening is not the absence of talking, but the presence of attention. Listening is not simply hearing, it is a matter of understanding. It requires participation, action, and effort. Listening is the glue that holds conversations together. And it is absolutely essential for effective leadership. Here are 10 valuable tips to increase your listening skills…
{ 0 comments }
Industry is paying a high price for poor recruitment techniques with British companies wasting £12bn per annum, equivalent to £1,000 per employee, through recruitment mistakes and the time spent by managers trying to bring staff up to scratch, according to a report, by SHL, the psychometric company†. This amount dwarfs the £3.1bn package for boosting jobs promised by the chancellor in the last budget, which implies that companies could do more to create jobs simply by improving their selection and recruitment processes.
{ 0 comments }
Employees are motivated to complete tasks when they perceive the outcome will satisfy one or more of their basic human needs. To ensure long-term motivation, managers must create a work environment that provides employees with the opportunity to satisfy these needs on a consistent basis.
{ 0 comments }
Twitter: SvcStrategies
