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Bedside Manner for Technical Customer Service

Bedside Manner  for Technical Customer Service

5 Tips for Creating and Sustaining an Effective Customer Service Soft Skills Training Program –  The term “bedside manner” most often refers to the way a healthcare professional interacts and communicates with a patient. There is a good chance that you have experienced either very good or very poor bedside manner from a healthcare professional when visiting a hospital or doctor’s office. Bedside manner also refers to the small things done by the healthcare professional

Managers, Beware of Too Many Sandwich Cookies

Managers, Beware of Too Many Sandwich Cookies

OK, so yes, it is a good idea to practice moderation and not eat too many cookies, but the sandwich cookie I am talking about is a management tool I discovered early in my career called “Oreo Feedback.” In college, while working as a restaurant training manager, I attended a corporate management seminar where I was introduced to this technique to give employees feedback. The technique compared employee feedback to an Oreo® cookie where, when

Helping Your Customer Support Team Reach Their Full Potential

Helping Your Customer Support Team Reach Their Full Potential

  Creating Individual Employee Contribution Summary Reports to Increase Productivity and Employee Engagement   – We have all read the research and survey results.  Whether published by an accredited institution or as part of your company’s internal employee satisfaction survey process, “compensation” is not one of the top factors leading to higher employee engagement.  Instead, when it comes to increasing employee morale, communicating clear expectations of the job and recognizing employees for good work are