Management, Books and Learning

Three Tips for Motivating Your Customer Service Team Scripting exactly what customer service employees should do in every situation drains the initiative out of even the most highly motivated workers ! But when you set up a system that enables you to trust your employees to exercise their own judgment and learn from their experience, they may well deliver a far better customer experience. (1) Establish guardrails !  People handling calls should understand where they have latitude and where they don’t. Within those guardrails, your team should be free to exercise judgment. (2) Seek feedback.  Ask customers for feedback after each transaction. Circulate the comments to team leaders so they can see where they’re succeeding, where they still have work to do, and what, specifically, your customers point out. (3)Coaching and support.  Free your supervisors and experienced customer care professionals from some tasks so they can devote...

*The consequences of our actions*       A young man saw his primary school teacher on a wedding. He went to greet him with all the respect and admiration. He said to him: "Do you remember me, Teacher?" The teacher said: "No, introduce yourself." The student said: "I was your student in the 3rd Grade, I am the one who stole the watch of a child in the classroom. I will remind you but I am sure you remember the story." One of the boys in my class had a beautiful watch, so I decided to steal it.                He came to you crying that someone had stolen his watch.  You asked us to stand so as to search our pockets.       I realized that my action would be exposed in front of the Students and Teachers. I will be called a thief, a liar and my character will be shattered forever. You asked us to stand and face the wall and close our eyes completely. You went searching from pocket to pocket, and when you rea...

9 Helpful Tips To Deal With Negative People Do you have any friends or colleagues who are negative? If so, you’ll know they aren’t the most enjoyable people to be around. Negative people can be real downers in any conversation. No matter what you say, they have a way of spinning things in a negative direction. Some negative people can be so negative that it feels draining just being around them. I’ve dealt with a fair share of negative people in my life in network blogs basically surrounded   by   unknown   people whose feedback   is not   relevant   to   me,   and   who   do   not   professionalism   in   their   feedbacks. I was initially taken aback by negativity of the people, I eventually learned to manage it and channel it into conscious action. Today, I deal with negativity on-and-off in my personal development work, especially if there are readers or coaching clients in distress. Rather than b...

Keys to Employee Satisfaction What You Can Do to Increase Employee Satisfaction BY  SUSAN M. HEATHFIELD Americans of all ages and income brackets continue to grow increasingly unhappy at work -- a long-term trend that should seriously concern employers, according to a report by The Conference Board. The report, based on a survey of 5,000 U.S. households conducted for  The Conference Board  by  TNS , finds only 45 percent of those surveyed say that they are satisfied with their jobs, down from 61.1 percent in 1987, the first year in which the survey was conducted. The Bad News About Employee Satisfaction While overall employee satisfaction has declined to 45 percent, the percentage of employees satisfied with their jobs is lowest in the under 25 age group with only 35.7 percent satisfied. Among employees in the age group 25-34, 47.2 percent are satisfied; employees in the age group 35-44 scored 43.4 percent in job satisfaction. ...

Best Ways to Improve Employee Satisfaction and Engagement Keys for Improving Employee Satisfaction and Engagement Before you can improve employee satisfaction and employee engagement, you need to know what to improve. The annual Society for Human Resource Management (SHRM) 2016 Employee Job Satisfaction and Engagement Survey identifies the factors that are important in employee job satisfaction and employee engagement as perceived by employees. The survey’s purpose is to assist employers to develop the  right   programs and practices  when they seek to have an impact on these two factors that are critical to employee morale and motivation. Understanding employee preferences provides guidance for the knowledgeable allocation of resources. Otherwise, employers can spend thousands of dollars on programs and practices that their employees actually don't want. And, here's a secret you need to know aside from...

Staff Motivation  To increase productivity of staff As every employee has different type of motivation which appeals them the most. For ex. Few employee can be motivated by money, other can be motivated by Appreciation, Personalized care, some employee can be motivated by giving challenging job or by promoting him to different level. You need to identify staff behavior and should give appropriate motivation so that you can keep employee motivated at all time. Different type of motivation which you can do Giving/assigning challenging job. Appreciating Employee for doing something better on a weekly basis (appreciate staff in front of other employee) Giving trophy/ gift as a sign of appreciation in front of other staff You as a owner work with them and try to understand their difficulties. Show sympathy with their family personal problem and try to help them in their personal problem. Monthly or quarterly picnic or hotel visit with entire staff. Wher...

S W A M I V I V E K A N A N D A's  Winning Formulas to become Successful Managers  -  A.R.K Sharma About the Author: Mr. A.R.K Sharma , a gold medalist in science. He is a UPSC recruited class 1 officer. At present he is the vice president of Tata Docomo Services. He has been always influenced by Swami Vivekanadha and his writings. He has authored up to 14 books which are best sellers Swami Vivekanadha: Born as  Narendra Dutta , he was a disciple of Ramakrishna. He died at the early age of 39. He is well-known for his speech at the Parliament of World Religions in Chicago, 1893 which he began with the most famous words as "Sisters and Brothers of America" Why this Book? To Analyse and increase our commitment for our success. Characteristic of people : 1) People with Low commitment and Low competency -  like COLORLESS and ODORLESS FLOWERS a) Always require monitoring, guidance, cause of correction...