5 Customer Service Lessons from United

I tend not to plan my "entertainment" very well when I fly somewhere. I always have things to do on the flight (writing this for example), but not for the first or last twenty minutes when all electronic devices must be stowed. Thus, I'm left with no other option than to flip through Sky Mall...read more

Q & A from The Voice of the Customer: From Feedback to Action Webinar

Last week, we hosted a webinar with Senior Research Analyst from Aberdeen Group, Aly Pinder, and Global Client Experience Senior Program Manager from Cornerstone OnDemand, Jen Maldonado. We had TONS of great questions. We've gone through the all questions and answered them here. If you missed the...read more

Focus on Mechanics, Not Results, When Writing Performance Reviews

The need for personnel evaluations cannot be overstated. Nor can their value. No one will dispute their unpleasantness; however, managers who really care about their employees and their companies want to give feedback. More than that, they want to give feedback that helps their employees improve....read more

Conducting a Proper Employee Performance Appraisal

Performance appraisals give an employee and his/her manager a chance to take time out from their day, once or twice a year, to go over the performance of the employee. It's important to take the time not only because the manager provides important feedback to the employee but because the employee...read more

Bad Performance Appraisal ≠ Bad Person

Jane goes in for her annual job performance appraisal with her boss. She's gotten some feedback throughout the year about areas where she needs improvement, but overall, she thinks she had a good year. Her boss disagrees. Not unlike many others, Jane has taken her boss' criticism of her work to...read more

The Workplace Question: How to Evaluate Staff Performance

For many managers and owners, figuring out how to evaluate staff performance can be a very challenging task. Depending on the size of the business and how closely workers interact with their managers on a daily basis, staff evaluations can make for an uncomfortable work environment. However, if...read more

Replace the Performance Review with a Preview

In an earlier post, I discussed an article from Samuel Culbert about the dangers of performance reviews. Culbert explores the counter productivity of this traditional method of employee evaluation by showing just how uncomfortable employees feel in this awkward setting. Well, it turns out Culbert...read more

7 Survey Don'ts for Collecting Feedback

There is a wealth of best practices we should all keep in mind with creating and designing questionnaires. But sometimes, we forget a few while writing satisfaction survey questions. Here are seven common survey mistakes that apply to training evaluation forms, employee engagement surveys, customer...read more

How to Make Performance Evaluations Really Work

If no one is going to teach managers how to write performance assessments, they're going to have to pick it up on their own. The quicker, the better. The guidelines below can provide a framework for improving employee evaluations in any work setting:• Review evaluations written by other...read more

Doing a Better Job of Performance Evaluation - Part II

Among human resources professionals, it is generally agreed supervisors everywhere need to do a much better job of evaluating their employees. It has to begin by identifying the trouble with the way many job reviews are handled today. So what is wrong with performance evaluations? The most common...read more
Crimes in Design Webinar
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