As the customer service rep, you are the liaison between the customer and your company. It is your duty to help the customer in identifying what they need after listening to their inquiry or concern and then connecting them with...
A customer presents a customer service agent with an issue. The customer service agent presents a solution to the customer. The customer is satisfied with the solution. What now? The customer is dissatisfied with the solution. What now? In...
Most managers don’t perform the management responsibilities of their job unless there is a "special occasion": 1. Something goes wrong 2. More work has to be heaped onto an employee 3. Changes of course or new strategies have to be...
As a supervisor, one of your responsibilities is to provide performance feedback for the staff you're overseeing. It's important for them to know if the work they're doing aligns with the company's goals and mission, and it's also i...
The role of the Chief Customer Officer (CCO) is so important to define and initiate your customer experience and provide the leadership that’s needed in order to set the course for your company’s success and transformation. This path will help...
Annual performance reviews are as familiar to us as our annual dental appointments. Both are needed, lightly dreaded, and often times both are seen as necessary evils. Enter 'Real-Time Feedback' , an effective and efficient replacement for a...
Whether you’re managing a team of 100 or a team of 1, you want to be an effective leader and coach, one that can both motivate, influence, and inspire the people you work with. A critical component to leading a...
Create leaders, not followers! The concept of giving up control to access your (and your organization's) true power is still new to the working world. Typically power is gained through control demonstrated mostly when leaders tell others what to do....
An important part of your role as a manager is to create an environment where your team can thrive, with everyone contributing at their highest levels to organizational goals. We will explore different tools to help managers in their journey...
Globally, HR and Talent Development professionals are called on to provide coaching for leaders and high potentials. Holding coaching sessions with leaders has proven to develop their abilities faster than sending them to training programs. These...
Effective meetings produce useful results. Effective meetings have high participation, good energy, constructive collaboration, and meaningful conversations.
Business depends on customer satisfaction. It is essential that leaders focus on re-establishing trust and loyalty with their customers to maintain loyalty.
Women are having a moment. If you read the right headlines, women are rising into leadership at some of the biggest companies in the world. Men are getting on the #metoo bandwagon and learning how to become allies in...
Managing a team is hard. Managing a remote team is even harder. This path will help you with two specific aspects of management that are especially challenging: delegating and giving feedback. This path is just a small part of the...
According to the balance careers, developing and nurturing leaders is critical to the overall success of nearly any organization. An effective internal leadership program can be used not only for identifying and training potential executives but as both a retention...
Would your coworkers label your meetings as effective or a time suck? Unfortunately, most leaders' meeting skills land them squarely in the 'time suck' category. One reason may be that meeting training is not part of standard leadership development offerings....
If you're a manager, then you know your job entails more than just signing off on timecards and approving PTO. Part of your job is to ensure that your employees perform at their highest level. But how do you do...
You suspect something is missing in your customer experiences but you aren’t sure what it is. You may be seeing trends like low social media response, few customers opening or reading your emails, low site traffic, or lower than expected...
Customer service is not a department. It’s a philosophy to be embraced by every member of an organization, from the CEO to the most recently hired. The reason an organization can deliver good or bad customer service comes down to...
As a Sales Leader, you are responsible for generating the revenue to keep your organization running. That includes adjusting your strategy to meet the market, no matter how much uncertainty is on the horizon. Guessing about what you and your...
As a clinical and organizational psychologist, specializing in leadership development and executive coaching, if there is one thing I have learned it’s that there is no one way to “do” leadership and no 10 steps to follow. Being a great...
"Organizations with stronger leaders can show twice the revenue and twice the profit growth." according to SHL Talent Measurement. Your employees are valuable resources and assets for your organization. As such, they are one of the main determining factors for...
Every organization wants the same thing: to have the kind of workplace culture that makes employees want to stick around. Unfortunately, developing this kind of culture is easier said than done. The resources in this path will help leaders understand...
Strategic thinking is a process that defines how people think about and create the future for themselves and others. In this path, you'll learn what strategic thinking is, how to develop your strategic thinking skills, and how to apply these...
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