Kate Nasser

MARCH 29, 2020

In emergencies, how good are you at showing crises empathy to those you serve? Tips and insights fr Kate Nasser The People Skills Coach™ | Customer Service, Leadership, Teamwork. The post Easy to Use Crises Empathy | #PeopleSkills #cctr #custserv appeared first on KateNasser.com.

Teamwork 96

Teamwork Tips Skills Leadership 96

Harvard Business Review

JUNE 6, 2017

At a call center who lost an employee, the team leader declared that only those who were arbitrarily deemed to be “close friends” could take time off to attend the funeral. ” Train emotional intelligence. That’s a task the manager should have taken on.) ” Don’t ignore the elephant.

Emotional Intelligence 8

Emotional Intelligence Policies Training Open-book 8

Harvard Business Review

JUNE 26, 2015

The first relates to IQ, curiosity, and decision-making styles; the second to motivation and ambition; the third to emotional intelligence and social skills. Large call centers are pioneers in this area — for years, they’ve tracked the number of calls and breaks employees take and the customer ratings for each call.

Ethics 8

Ethics Emotional Intelligence Benchmarking Hotels 8

Harvard Business Review

JULY 18, 2014

Now, was he the most emotionally intelligent person? So why is it that we have call centers that give you the perverse incentive to get off of the phone as quickly as possible, or the perverse incentive of making sure a customer stays, no matter why they’re leaving?

Incentives 10

Incentives Survey Emotional Intelligence System 10

Harvard Business Review

SEPTEMBER 14, 2015

We’ll look at the effect of watching negative news on TV while at the gym, as well as the effect of negative news stories on sales and customer service at call centers in the Midwest. In the next phase of our research we will investigate the impact of negative news not just on individuals’ mood but on their performance.

Stress 8

Stress Insurance Survey Positioning 8

Harvard Business Review

JANUARY 8, 2015

Their social media strategies tell one part of the story: they are over-reliant on unhelpful canned responses which merely shunt customers to more traditional forms of contact, such as call-centers. Customer service Emotional intelligence Social platforms' The highest performing company was LinkedIn.

Emotional Intelligence 8

Emotional Intelligence Media Sample Banking 8