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Resources and Articles

Stay up-to-date with the latest news on customer service strategies and trends. 

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Using Competencies Successfully

Using Competencies Successfully: Communicating the Way We Want People to Work How well do the people in your organization know and apply your competency framework? This program was developed following...
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Setting Performance Objectives

Gaining Commitment: Setting Performance Objectives That Work Performance objectives can be as specific, agreed upon and as time-bounded as you like, but unless they are actually achieved, they’re useless. This...
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Fixing Performance Problems

Delivering Feedback: Fixing Performance Problems Whether it’s at an appraisal or part of everyday interaction, delivering feedback is one of the most important, yet difficult skills an effective manager needs...
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Setting Personal Development Goals

A.I.M. for Development: Setting Personal Development Objectives that Work Are your annual reviews and development meetings as effective as they should be? Too often, personal development plans can be regarded...
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Behavior-based Interviewing

A Question of Evidence: The Behavior-Based Interview It’s a fact. Some candidates shine at the interview but don’t work out on the job. Interviewers can easily be impressed by a...
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What To Say When DVD Series

Team Building, Conflict Resolution & Mentoring What To Say When Workplace Communication Training DVD Series Problems with workplace communication will lead to low productivity, high stress and stalemate between co-workers....
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Customer Loyalty Training Package

This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service provider! Get The Works! and equip your organization with the...
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