The positive impact of customer service training

What role does customer service training play in ensuring a company’s ongoing success?

A graph and the words "customer service."

How does good service improve a company’s overall operations?

Customer service is a universal aspect of good business practice. That doesn’t mean companies are uniformly good at this skill, however.

Not only is service an important element of operations, worthy of specific consideration, but it is also a practice that has changed a great deal over the past few years. The emergence of new communication channels and consumer expectations has created a need for companies to stay up to date with best practices in customer care and service. Continue reading

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Organizational change management: Everyone has a role

Change is a constant factor in corporate life today, and some companies will face it more gracefully than others.

Busy businesspeople meet in a hall.

Companies today can’t stand still operationally.

Businesses that don’t grow and change are at risk of falling behind their competitors, as technology and consumer priorities shift around them. Taking organizational change as a necessary part of growth and development doesn’t make it easy, though. Shaking out of established patterns and doing things in a new way remains difficult both to start, and to maintain.

Companies can invest in employee education and training programs that tackle organizational change head-on. Due to the inescapable nature of change, it makes sense to treat this as its own topic. When companies successfully transition to new operational models, these training priorities are revealed as smart decisions. Continue reading

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Counteract Cell Phone Distraction to Keep Employees Safe

Cell phones are everywhere – but using them at work can be dangerous.

Image of smartphone that has been dropped, screen shattered

Workplace phone use can lead directly to danger.

Your employees may be putting themselves in danger by performing some of the most common actions imaginable. As cell phones became ubiquitous, they encroached on the workplace, both as business tools and as personal distractions. Now, in the era of smart devices, employees’ phones are more common and distracting than ever before. Continue reading

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Re-commit to a culture of workplace safety in 2018

Instilling a culture of safety is a near-universal corporate goal, and the New Year is a great time to put such a plan in action.

A safe workplace is a fundamental corporate priority.

A safe workplace is a fundamental corporate priority.

The end of one year and beginning of the next is a perfect time to reflect on where a company has been and look ahead to where its going. Goal-setting is a major priority, whether that means personal resolutions or corporate objectives. When it comes to business goals, improving workplace safety is an obvious and worthy choice. While there are many smaller, granular details that leaders can address, it pays to start with a central pillar: Does the company have a positive culture of workplace safety?

Company culture is a blanket term for the way things are done at a business. A good safety culture implies that responsible and secure practices are deeply ingrained in the way people complete their tasks, starting with executives but extending to every level of the business. Getting everyone on board with organizational safety can have a good impact for months and years to come. Continue reading

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Building cross-generational teamwork via video training

Getting teams on the same page is essential but potentially challenging when employees come from different age groups.

Uniting workers of multiple generations is a top training priority.

Uniting workers of multiple generations is a top training priority.

Teamwork may seem like a vague or nebulous term. Companies that hire reliable employees with compatible skills may assume they’ll naturally be able to communicate, delegate and otherwise work together. These organizations may be bitterly disappointed, as teamwork isn’t automatic, intrinsic or universal. Teaching people to work together is a valuable practice, one that can help companies pursue their major objectives with renewed focus.

The process of teaching and encouraging better teamwork may be especially important in cases where there is a steep generational divide between younger and older employees in an office. With many baby boomers still holding onto important roles and Generations Y and Z entering the workforce in great numbers, organizations’ internal efficiency may be defined by their ability to unite teams featuring members who are decades apart in age. Continue reading

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