Category: Leadership & Management

Effective Customer Service means giving people good information so that they know what to do to navigate well in your place of business.

If you lead other people (and even if you don’t), there are a number of character traits worthy of attention and development to ensure the best possible relationships with everyone.

noun   del·e·ga·tion   \ de-li-ˈgā-shən \  : the act of giving control, authority, a job, a duty, etc., to another person Have you noticed how some Leaders and Managers try to do everything themselves? Have you wondered why? The answer is a four-letter word that begins with “F.” You guessed it correctly – it’s FEAR. Think of … Read On >

Kasim Sulton on Listening: We communicate by spoken word and/or sound. The only way that I can participate in society on any level is by listening.

It’s impressive when you find an organization that delivers a great product — and goes beyond to create memorable experiences, again and again. Every aspect of The New York Mets organization works together as a well-oiled machine to make each guest feel special and welcome, every time. Admittedly, I became a Mets fan later in … Read On >

Listening is being acutely aware of the information that we receive from not only our auditory sense, but from our internal awareness of being.

Appeared in HR Professionals Magazine | April 2012 by Richard J. Atkins What’s Good For the Goose (Is Not Always Good For the Gander) Most leaders in industry have realized that employees are productive in different ways. Some work better in the morning, whereas others “come to life” at other times during the day. There … Read On >

Listening skills require concentration. Focus lets the brain process the words. It is a two-part process, Hearing is only the first step.

Customer Service FAILure can occur because representatives may not be well trained, the phone system may be too complicated, or the website may be having some issues. But the bigger question is: Does management even know these issues exist? When was the last time you tested your own company’s customer service to experience it firsthand? … Read On >