Workforce Development News – Dec. 16, 2019

By on December 16, 2019
Handling Tricky Customer Service Scenarios

A weekly collection of articles on workforce development, employment and training, business performance improvement, leadership, higher education, and the economy.

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The Workforce Solutions Group of St. Louis Community College leverages education for growth in the knowledge economy by offering programs and services designed to advance people, businesses and communities. We are located at the Corporate College, a state of the art facility solely dedicated to corporate education and professional development.
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What the “Best Companies to Work For” Do Differently

“A survey of top-ranked workplace cultures.”
https://hbr.org/2019/12/what-the-best-companies-to-work-for-do-differently

Go-To Scripts for Handling 10 Tricky Customer Service Scenarios

“Customer service should be a conversation rather than a cold, lifeless script.”
https://www.helpscout.com/blog/customer-service-scenarios/

5 Trends That Will Reshape Customer Service Over the Next 5 Years

If you’re going to grow through the 2020s, you’ll need to innovate.
https://www.entrepreneur.com/article/343367

23 Customer Service Interview Questions to Ask Every Candidate

“If you’re a candidate for a customer service job who’s trying to get ready for an interview, we’ve also included some resources you can use to prepare for these common questions.”
https://www.helpscout.com/blog/customer-service-interview-questions/

9 Common Customer Service Job Interview Questions and How to Answer Them

“The core skills and qualities needed for a customer service job are the same. Companies are looking for these key things:”
https://www.themuse.com/advice/customer-service-interview-questions-answers-examples

Burnout Is About Your Workplace, Not Your People

“Leaders create the conditions that lead to burnout – or prevent it.”
https://hbr.org/2019/12/burnout-is-about-your-workplace-not-your-people

19 Striking Findings from 2019

Hispanics, Christianity, refugees, China, former communist countries, immigrants, Iraq and Afghanistan wars, data collection, newspapers, marijuana, unauthorized immigrants, slavery, independents, local news, Twitter, gender-neutral pronouns, political discourse, climate change, and YouTube.
https://www.pewresearch.org/fact-tank/2019/12/13/19-striking-findings-from-2019/

What Makes You “Multicultural”

Knowledge of more than one culture can often help you create innovative solutions.
https://hbr.org/2019/12/what-makes-you-multicultural

Biggest Career Lessons of This Year

“Always continue learning and growing in your career.”
https://www.glassdoor.com/blog/biggest-career-lessons-of-this-year/

Quality in a service or product is not what you put into it. It is what the customer gets out of it.” – Peter Drucker

About Richard Schumacher

Richard Schumacher is the technology manager for the Workforce Solutions Group of St. Louis Community College. He connects, designs, and applies technology to meet business user needs with eLearning, training, web content, instructional design, IT system, and performance improvement solutions. Richard is a Microsoft Certified Trainer (MCT) and has held Microsoft Certifications since 1993. Learn more about Richard by following him: LinkedIn - Twitter - Google+ - Articles - Email

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