Training & Development

What Do You Notice About These Three Customer Service Stories?

In honor of National Customer Service Week (observed the first week in October), here are three amazing stories told by customers — all marketing professionals — who experienced and analyzed them. They represent different situations that share a common theme. Customer experience #1: “I walked into an Eckerd Drug Store to buy a sympathy card. Before 

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Can You Afford to Fuel Employee Burnout?

[Note: This post first appeared on myHR Blog and is shared with permission from Tina Hamilton, PHR, founder of myHRPartner, an HR outsourcing firm. Tina is a well-respected business professional who is frequently quoted in the national media on HR-related issues in the workplace, and I’m proud to know her as a colleague and friend. To learn 

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A Manager’s Guide on How to Cope When Team Efforts are Taken For Granted

I had an interesting discussion with a colleague who manages an internal service department for a medium-sized organization. She’s a supportive manager whose team takes pride in providing quality service to internal clients. However, she finds it a challenge to keep her employees at the top of their game when some internal clients are unappreciative 

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Sharing a Positive Message: Interview with Laughing at My Nightmare’s Sarah Yunusov

I am one of more than half a million followers of Shane Burcaw’s Laughing At My Nightmare blog. I’m also greatly impressed with the nonprofit organization he co-founded with his cousin, Sarah Yunusov, with the mission “to spread a message of positivity while providing equipment grants to those living with muscular dystrophy.” The popularity and 

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Confessions of a Recovering Nonprofit Executive

One of the most challenging jobs I know of is held by people who work in nonprofits — they are as passionate about their work as they are stressed trying to accomplish much with limited resources. I explored this topic recently with a former nonprofit leader, Debrah Cummins, who is now Vice President of Development for Northstar 

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How to Boost Mission Awareness

[Note: This guest post was written by Kim Plyler, a communications professional and media strategist. CEO and founder of SahlComm, Kim works with high level clients in the technology, finance, manufacturing, cyber security, NGOs and nonprofit sectors. Her company’s mission is to further the mission of others and help improve humanity.] 5 Ways to Boost Your 

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Hey, Wells Fargo: You Should’ve Followed Aretha Franklin, Not Gordon Gekko

I’m saddened and shocked, but not surprised, about the recent Wells Fargo sales scandal that lead to bank employees opening bogus customer accounts in response to intense pressure to meet unrealistic and aggressive sales goals. I was once a sales manager for a local bank. It was some 30 years ago when the banking industry was trying 

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When It’s Best to Lose a Customer or Client

Despite the best intentions, there are times when it’s necessary to give up a customer or client. The reasons vary, as I learned when I asked colleagues why they stopped working with customers. In their own words (and in no particular order), here’s what they said about terminating customer/client relationships. It’s time to cut a 

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