Tag Archives: competence
It’s normal to be annoyed when you’re solicited at home by an organization you don’t know or don’t care about. But being mishandled by an organization you support can be irritating too! A fundraising call I got at home from a paid rep a few weeks ago reminded me, painfully, just how crucial it is [...]
February 12, 2013 – 10:02 am
Last week’s post, Two Practical Ways to Fix the Sorry Side of Customer Service, focused on two key aspects of service that consistently create negative experiences for customers and reps. But once you get past those elements of infrastructure, there are some deeply human aspects of service that should be addressed. After you’ve established structures [...]
Also tagged behavior, communication, customer care, customer experience, customer satisfaction, customer service, employee development, leadership, management, performance, quality, service, workplace
December 4, 2012 – 10:04 am
We’ve all passed those storefronts where a succession of stores or restaurants open and close quickly and thought to ourselves, “That’s a doomed location.” Some employees seem to take on this kind of role in an organization. They’re moved from position to position and from department to department, even though no department really wants them, [...]
Also tagged behavior, change, communication, criticism, employee development, leadership, management, organization, performance, performance pitfall, understanding, work, workplace
October 9, 2012 – 9:55 am
A seasoned executive has been venting to me about her dissatisfaction with the work of a longtime employee. Over time, the employee seems to have succumbed to a combination of habitual carelessness and general lack of focus that may be exacerbated by some personal difficulties. The result is an increasing number of errors and frequent [...]
Also tagged consequences, corrective action, development, employee performance, feedback, job fit, leadership, management, motivation, performance, performance pitfall, responsibility, supervision
September 19, 2012 – 10:04 am
It’s not enough to announce to your staff, “Just get it done!” Because either they will or they won’t. If a manager doesn’t communicate specifically enough, with a real understanding of how the job gets done in the real world, then it’s unlikely that the job will get done. And when the manager wonders why [...]
Also tagged collaboration, corrective action, employee performance, feedback, leadership, management, motivation, performance, performance pitfall, supervision, The Haggler, unintended consequences, values
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Liz Alt Kislik is President of Liz Kislik Associates LLC. Liz brings more than two decades of customer-focused management experience to businesses of all sizes and segments. She helps managers address complex organizational problems, particularly in the areas of customer care and employee performance.
