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Last issue we looked at an overview of the G.R.O.W. coaching model, and covered the first step of the coaching process. Be sure to view that issue to understand how to do the first step of the coaching process. Once you have reminded the person you are coaching of the development goals, the next step […]

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If you’re a manager, director, or even the C-level executive of your department, then you may already be aware of the disparity that often exists between the training dollars you spend and the performance results you are getting from that training Training is a good thing and it’s necessary for acquiring the skills needed to […]

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Anyone who has spent any time at all in the customer-support industry has at one time or another encountered this category of difficult customer. This is the customer who calls and immediately bombards you with foul or abusive language. These are the worst kind of difficult customers precisely because they seem to go out of […]

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