Tag Archives: performance
March 19, 2013 – 10:02 am
Anyone who says feelings have no place in the workday might as well say that breathing has no place in the workday. A human without either one is a corpse. The feelings are there. Feelings are facts. And just like any other facts, they have to be taken into account so that you can make [...]
March 12, 2013 – 10:11 am
It’s amazing how much impact a single individual can have on an organization’s service or teamwork through a combination of personality and thoughtful action. That impact can’t be taken for granted, of course, but when you see it happen in front of you it gives you hope. Have you ever been somewhere and actually felt [...]
Also tagged behavior, communication, customer experience, customer service, happiness, motivation, quality, relationship, service, success, teamwork
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, competence, customer care, customer experience, customer satisfaction, customer service, employee development, leadership, management, quality, service, workplace
January 15, 2013 – 10:03 am
Over the last few years I’ve worked with a number of senior executives who are hardworking and wonderfully competent in their areas of expertise, but are so highly reactive that they create extra burdens for themselves and their organizations. Instead of noticing the mess, they see the unforeseen consequences as new problems that need to [...]
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, competence, criticism, employee development, leadership, management, organization, performance pitfall, understanding, work, workplace
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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.
