Blog by Service Strategies
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By Steve Brand, SGSA Ltd.
The overused war cry of “we need everyone to give 110%” is likely to fall on deaf ears when companies are cutting staff, bonuses and even salaries. When morale is low, managers struggle to reach 75% levels of productivity after normal deductions for sickness, vacation and training.
And what about training? [...]
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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.
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The question is, do we really need a succession plan during this depressed economic period when unemployment is at its highest in decades? In order to answer the question, we need to better understand what a succession plan is and how it relates to running a service organization. There is a perception that succession planning is only applicable for senior executive positions such as CEO, COO etc.
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By James A. Alexander Ed.D., Founder, Alexander Consulting
From Problem Solver to Business Advisor
A Good Thing
Services executives and managers within product companies have known for years the added value that their technical experts can bring both to customers and to their company. Many customers have asked for (some have demanded) to have services account managers (SAMs) [...]
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By: Ben Stephens, Service Strategies
In over twenty years working in customer support, I have noticed that one problem has remained a surprising constant: the inability of organizations to crack the code on hiring the right people for customer support positions. It seems this would be an easy problem to solve – you just hire people [...]
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