We hear it all the time.
Once upon a time we made two phone calls to two hotels. We recorded those conversations because, well, that is what we do. Unlike the NSA, we don’t record these phone calls because we are concerned about national security, instead we are concerned about the state of customer service. And as you will hear, we have good reason for our concern.
What happens when managers are uncomfortable giving developmental feedback to employees? They avoid it and hope the poor performance improves by magical forces. But that usually doesn't happen. The employee doesn't know what they are doing wrong or how to improve, so they continue making the same mistakes over and over. The manager grows more frustrated, but still avoids confrontation. The employee may leave, or worse yet, stay and continue the bad performance - which ends up chasing away the high performers, because they don't feel like their efforts are either recognized or valued. And the end result? Loss of profits.
People always ask me for the ROI of training a front desk staff and I am always a little stumped. It’s a logical question. If you are spending money on training, it only seems fair that you would expect some sort of return, but quantifying that return becomes the tricky part.
We have been in our instructional design workshop enhancing and adding to our sales training portfolio. Some of the most exciting programs we are now bringing to our clients are focused on social selling. What does it mean? Does it really work? Isn't it just an excuse to hang out on LinkedIN?
Organization and inspiration – those are two of the most frequent needs I hear from our clients. Often those requests accompany others, like more revenue, more time, better employees, and growing customers – but really you can tie a lot back to the simple need for organization and inspiration.
Join Call Center Team Leader Rich Cunningham for another episode of Coaches Corner. A special guest, Call Center Team Leader Susan Palur, weighs in on best practices for getting the most out of your magic formula.
Our popular new podcast, Coaches Corner, is back for round two! Tune in as our host, Call Center Team Leader Rich Cunningham delves into the specifics of how to stay in control of a commonly faced situation: What happens when they just want the rate?
If you’ve been reading this blog, Training That Sticks, you may notice that, usually once a month, we have a different department employee from Signature Worldwide contributing an article. Our goal is to give people a glimpse into the inner workings of a training organization. We try to answer some of the most frequent questions we get with these articles. For example, everyone always wants to know what it is like to be a Signature trainer, so we asked Norma Jarman to write an article and let everyone in on that lifestyle choice. And we thought people might find it interesting that when we do mystery shopping, we have different people making the shopping calls vs. scoring the shopping calls so we wrote about that.