Dr. Richard L. Williams
5 Elements to Customer Service: A Fresh Look
About 20 years ago while I worked for American Stores Company (now part of Albertson’s) I headed up a customer service program named “Smile and Speak Up.” Employees attended a two-hour customer service training class and then tried to...
Date Posted: February 27, 2006
Hurlock’s Study: Praise verses Criticism
Research studies can be intellectual, academic, difficult to understand, and sometimes even irrelevant to our specific application. But there are other studies that can be very insightful and help us understand how better to do our job.
Date Posted: February 27, 2006
“All of a Sudden…” Performance Problems resolved with Performance Coaching
How many times have you heard someone say the words, “It happened all of a sudden?” In my career as a manager, executive, consultant, psychologist and even a two-year stint as a human resource manager I can’t begin to count the number...
Date Posted: February 20, 2006
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