The ABC’s of Effective Feedback
This article presents a model for engaging in a feedback-related conversation effectively across a variety of settings. It is based upon the authors’ extensive readings and research. The model outlines a three-step process whereby the mnemonic ABC represents each of the critical stages.
Content: Article | Authors: Edward H. Rockey, Ph.D., Steven M. Sommer | Source: Graziadio Business Report | Subjects: Management, Organizational Behavior
The Ins and Outs of Internal Customer Service
One concept to emerge from this drive for quality is internal customer service; the idea that an organization consists of an independent chain of individuals and functional units, each taking inputs from one another and turning them out into external customer service. The basic assumption is that if everybody strives to provide their “internal customer” with better service, then the end customer will receive higher … [ Read more ]
Content: Article | Authors: Fred Luthans, Steve Farner, Steven M. Sommer | Source: ManagementFirst | Subjects: Customer Related, Management