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Latest Customer Service Training Tool News

Getting Over the Hiring HillIdentify Desirable TraitsExpecting to hire the best-suited agents for a specific job without pinpointing the required skills and attributes will surely complicate your hiring strategy. But an equal hindrance is attempting to hire service stars without understanding how customers perceive your current level of service delivery. That's "putting the cart before the horse," according to Jodie Monger, Ph.D., president of Customer Relationship Metrics. "You truly have to understand perception of service that's being delivered, so that you can hire [people] that can in fact deliver in that [desired] manner."

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(PRWEB) January 3, 2006 -- Outside the Lines Consulting (OTL) has launched an Online Sexual Harassment Prevention & Training Class to further assist companies that wish to come into compliance with Assembly Bill AB 1825. This online training is in addition to the onsite training that OTL has provided to date and was created specifically to aid the training of managers and supervisors who may have difficulty scheduling or attending in-person seminars. Hospitality businesses will also find the online training a helpful tool for newly hired and promoted managers who must have sexual harassment prevention training within six months of assuming their position. OTL’s e-learning course content was created by our expert in sexual harassment education instructional design in conjunction with 360 Training technology, to address the needs of the wine and hospitality business and the unique situations that impact both the issues of employees and employers. “The toll of sexual harassment is great and costly both emotionally and financially” states Holly Seaton, Ph.D., who contributed to the online course to make it particularly relevant for hospitality businesses. “Organizations may not be aware of situations and policies that may impact this issue. Educating employees about the current laws regarding sexual - more available

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Like so many other aspects of our lives, major fraud has gone high tech. In fact, fuelled by excited media comment, computer crime and fraud are regarded as synonymous by many. But it’s important to remember that it’s not the computers that commit crimes - it’s the people that use them, and the cost of their crimes to business is immense. To address the problem, then, it is essential to look at the human factors involved. The first challenge with combating fraud is calculating the size of the problem. We know that it’s a serious issue for businesses around the world, but it is almost impossible to state exactly how big it actually is. After all, some frauds can remain undiscovered for lengthy periods, or are never reported at all. And, understandably, many companies that have been victims of fraud are reluctant to publicise the fact. But we do have some close approximations available. The authoritative CSO Magazine eCrime Watch Survey estimated that the cost to US organisations alone was $666 million in 2003. Based on these figures, it’s probably safe to say that a total bill of one trillion dollars a year is a conservative estimate. It’s also said - more available

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