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 F E A T U R E   A R C H I V E  

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Customer Service Management - Book Review
Some companies believe customer service is one of those skills that can not be taught. Renee Evenosn debunks that myth in her book Customer Service Management Training 101. A guide for managers to save their customers by training employees on how to provide exceptional customer service.

Customer Service Mistakes That Hurt Your Career
Whether it’s internal or external, customer service mistakes can end even the most promising career. Take a moment to review four important tips to help you not make a customer service nightmare mistake!

Dealing With Emotions in the Workplace
Have you ever had a co-worker or employee who constantly whines? They are always blaming others for their circumstances? It can definitely wear staff out. Discover how to handle these co-workers. If you are the emotional one learn what you need to fix.

Dealing with Verbal Abuse in the Workplace
As an employee, you have the right to work in an environment free from abuse - not just physical, but verbal abuse as well. Learn more about verbal abuse - how to deal with it and what to expect.

Difficult Employee Situations – Book Review
Odor problems, chronic lateness, poor performance…not sure where, when or how to start the conversation with your employee? Perfect Solutions for Difficult Employee Situations by Sid Kemp, helps managers learn to not only identify the problem, but also start the conversation.

Do You Keep Your Employee's Guessing?
Have you ever wondered why employees don't do what you ask them to do? Why can't they follow the simplist of insructions? Have you ever thought that perhaps the problem doesn't lie with the employees? Perhaps the problem is you. Does your communication style keep the employee guessing?

Does Someone Have to Go TV Show Review
What would you do if you were given the opportunity to let someone go? The reality-based TV show “Does Someone Have to Go,” explores companies with dysfunctional employees – the jerk, the lazy one, the motor mouth. Employees are given the opportunity to select employees to terminate or demote.

Effective Performance Goals Phrases - Book Review
Are you a manager or supervisor tired of putting in long hours to complete the goals section of your employee's performance evaluation? 2600 Phrases for Setting Effective Performance goals by Paul Falcone is a handy guide for setting core competency goals at any level.

Ethics in the Workplace
How important are ethics in the workplace? As employees, managers and supervisors, we make decisions every day. Our actions and decisions are a direct reflection of our core values and beliefs. Understanding ethics in the workplace is key to a successful career and organization.

First steps to successful management
In part two of the series on why managers fail to manage, we are discussing how to turn the situation around and become a successful manager. It's never too late to get started.

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