Employee Relations

The psychology behind good customer service (and why it's more important than you think)

The psychology behind good customer service (and why it's more important than you think)

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We may talk about the term "customer service" and ask our staff members to avoid public arguments in front of residents and family members. But nevertheless, volatile situations happen every day. It matters a lot, and here are the psychological implications why.

Conversations nursing home management should not have via emails

Conversations nursing home management should not have via emails

There have been countless nursing home managers, supervisors, and even HR executives, who have committed impolitic comments about employees in email messages. Those comments often become evidence in cases where employees sue employers for alleged forms of harassment and/or discrimination or some variant of wrongful discharge.

Are your drivers connected, or waiting to get even?

Are your drivers connected, or waiting to get even?

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An old college friend spent one summer delivering pizzas. For reasons that will soon be obvious, I won't reveal his name.