It’s all about the experience! Good customer service is the source of success of every company. All efforts you invest in other services and products might be worthless if you don’t get customers to return to your business and share their good feedback with others.
Selling a product or a service to a customer once is only half the battle. The key of a long term, profitable business is to build up a strong costumer-business relationship and this is only possible through good customer service. People will not forget how you made them feel, so make sure they leave you with a positive feeling. Below are important clues that will guarantee that your customer care does not turn into a nightmare. (more…)
It is now the most popular form of communication in the workplace. Few employees work in the 21st century without needing to send emails. Although everybody knows how to use email, there is a concerning lack of professionalism. The problem is so common that some businesses feel email etiquette is a separate training programme and soft skill.
We’ve heard them all, and maybe have even tried a few in the past! The common understanding of protocols for several emergency situations is skewed. The reality: too many people are not CPR, AED & First Aid Certified, and they simply have to trust in these unproven and likely ineffective “remedies”. I mean really, would you actually feel comfortable urinating on another person’s jellyfish wound? Who came up with this theory?
The 21st century has seen some fundamental changes in how managers carry out their work. There are many different management styles today. No matter the organisation, a manager at his or her core still needs to be a leader. In the race to redefine management and leadership, are we perhaps losing this very basic management skill? It is an essential soft skill to being in a supervisory or management position. If you feel that your managers lack it, Bookboon has the solution.
Everyone has to make a number of decisions in their professional lives. Some decisions are trivial, others can have long-term consequences. How can you make sure your decisions are sound and balanced? (more…)
As a manager, you want to and should know what your direct reports are doing and if the projects you’ve been assigned with are being executed as planned. How do you do that without the negative side-effects of seeming too controlling? (more…)
Becoming a Mentor provides a unique opportunity to act as a role model to people at work who are less senior and less experienced than you. Not only will it help you improve your communication skills, it’s also a great way of enhancing your leadership qualities and increasing your emotional intelligence. These are important assets that will aid your career progression within the organisation. (more…)
Most conflict management theories and training courses are focused on resolving rather than actually managing conflicts. The focus on “resolution” contains a dangerous assumption: that disagreements and conflicts are “a problem”. Most of the times, this assumption is incorrect: disagreements are excellent opportunities to collectively learn and innovate. Yet, it is not easy to acquire the skills necessary to transform disagreements and conflicts in learning dialogues and positive change. (more…)
Nature – beautiful and incredibly complex. Diving into the microscopic behavior of matter on the atomic level opens a world which is fascinating, yet impossible to describe in an exact manner. Quantum physicsists must therefore equip themselves with a “toolbox” of methods that enable an approximate, yet in many cases very satisfactory, description of nature’s complexity. (more…)
If you are responsible for a project – either because you have a management position or because you’ve been assigned to head a specific venture – you need to have a good implementation plan. Planning, however, isn’t something that just happens. It’s a skill that needs to be acquired. (more…)