Practical, people-centered ideas on management, engagement, and the people experience.
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Top Books on People Experience
If you want to deepen your understanding of people experience, these are the books we most often recommend to managers and executives. 👉 View the full list here: People Experience Reading List
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Tenet 3 – Provide Solutions and Show that You Care
Preparation This class focuses on the two things customers most want: Solutions to Problems and Good Feelings. Use the information below to enhance the class discussions. 1. Identify examples of what you or your coworkers have done to provide solutions and bring about positive feelings. Collect stories and share them whenever possible. People want to…
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Tenet 2 – Service Comes from the Inside Out
Preparation This class focuses on helping employees recognize that their delivery of customer service is heavily influenced by their overall mind-set, the decisions made at that moment, and the actions they choose to take. Use the information below to enhance the class discussions. 1. Compile a list of possible hurdles or roadblocks that have…
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Tenet 1 – Customers Make the Rules
Preparation This class focuses on helping employees recognize that, in one way or another, everyone is their customer. Prepare for the class by identifying all of the Company’s internal and external customers. You’ll use this information during the class to help participants think about anyone they might not currently consider or identify as their customers.…
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10 Weeks to Better Engaged Employees – Introduction
Course Preparation A company’s employees are the front line in creating any experience with both internal and external customers. Companies and, by extension, their employees have an obligation to provide the best customer experience possible. This 10-week course is designed to assist employees in developing their customer service skills. I developed this course for services…
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Better Engaged Employees – Part 2: Following Through
Click here if you missed Better Engaged Employees – Part 1: Initiating the Goal. The Plan Utilizing the 10 Tenets of Customer Service, my plan was to provide some context to the changes that were happening within the Company. By focusing on one Tenet each week for 10 consecutive weeks, each class would build on the previous…
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Better Engaged Employees – Part 1: Initiating the Goal
Employee Engagement Jumpstart How can we engage employees more effectively and improve upon what we’re already doing? While there is no single or perfect answer that fits every situation, let me share an experience with you. I developed a 10-week program that elevated employee engagement within a competitive, service-sensitive environment. This program successfully engaged my…