Respect: The Key to Customer Service Excellence

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customer service respect treating customers with respect define respect in customer service Respect: The Keys to Customer Service Excellence

“Products and prices can be duplicated, but a strong customer service culture can’t be copied!” This quote by speaker Jerry Fritz, truly embodies why organizations should put more focus on their customer service training.

The foundation for a great relationship with customers is respect. When respect is built, it is much easier to handle unexpected and unpleasant situations.
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3 Keys to Communication: Listening, Nonverbal, and Written

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3 Keys to Communication: Listening, Nonverbal, and Written

“Communication works for those who work at it.”

—John Powell

Communication is part of the foundation to any successful working relationship. Effective communication includes clarity, conciseness, and coherence between all parties. However, that clarity, conciseness, and coherence doesn’t always come naturally in a relationship.


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Most Popular Ways to Communicate Hiring Decisions

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Throughout the recruiting and hiring process the potential employer and the job candidates engage in an ongoing series of communications back and forth through an increasingly diverse list of channels.

From phone call screenings and video interviews to applicant tracking systems and emails, this series of communications is ultimately leading up to one of two final pieces of communication- either a job offer or a rejection. What to say, write or do to communicate a hiring decision is certainly challenging for many organizations, but how the communication is handled can be equally challenging and important to consider.

Drawing from data reported in the 2013 ERC Hiring Trends & Practices Survey, the figure below illustrates the various communication methods organizations in Northeast Ohio use to notify job candidates of a hiring decision.

Figure 1 | Communication methods used to notify job candidates of a hiring decision


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Internet and Email Use in the Workplace

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Internet and email use has unquestionably become a necessary part of conducting business for the vast majority of organizations and their employees. According to the bi-annual ERC Policies & Benefits Survey, the percent of organizations with employees accessing the internet has remained fairly constant since 2008, at about 96% of non-union employees. The largest variation in this accessibility is found, unsurprisingly, among non-union maintenance and production workers, where access may vary according to specific job duties or departments at about 30% of organizations.

With such a large proportion of the workforce accessing the internet at their place of work, a heated debate over the pros and cons of internet and email use for personal purposes while at work has naturally evolved. Regardless of which side of the debate you fall on or what fits best into your organizational culture, clear policies around internet and email use are key- so let’s take a look at what organizations are doing in Northeast Ohio and across the country to effectively manage this 21st century workplace challenge.
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