Employees usually come and go and at some point, you can expect to lose a few workers. The service sector is notorious for high employee turnover at 30% with the average for all industries standing at 13%. Millennials are also partly responsible for the increased employee turnover since they are more likely to switch jobs…
In the early days of my career I was responsible for setting up an operation in a different city. It was a great opportunity for me and something that I really wanted to succeed in, however looking back on that person with the experience I now have. Well, lets just say that I was very…
Managing technical staff is becoming more of a challenge daily. Even more so, when your staff are MORE technical than you are – which to some extent is expected … you are a manager and responsible for multiple area’s of the company, they are specialists and able to focus on their area to the exclusion…
A famous quote from Thomas Edison reads – Opportunity is missed by most people because it is dressed in overalls and looks like work. Thomas Edison Now how often have you been the one to procrastinate or put something off till later? How often have you not studied for that big test or perhaps not…
Are you invaluable? How about irreplaceable? Will the world stop turning if you don’t pick up the phone or answer that email? No?OK, so why are you ignoring your family (or friends or yourself??) to pick up the phone? It’s very easy for companies to take advantage of employees & even more so managers who…
The unfortunate fact of the matter is that you will receive complaints from customers. Sometimes these are warranted and sometimes not. Having the skill and patience to deal with these types of issues is what makes (or breaks) an excellent service & help-desk team. People working the Customer Service and Helpdesk fields are often at the sharp…
One important thing to remember from a Customer Service point of view is that the last person you speak to (or chat with or email) is also the most likely to buy your service or product in the future. This is obviously not a hard and fast rule, but more an estimation of the impact…
