How can your company become a leader in customer service delivery? It all begins with who is interacting with customers and their customer service capabilities. The best place to start when it comes to ensuring you have the right workforce in place to be a customer service leader is the recruitment and selection of your front line workforce. This blog is the second in a four part series where we are highlighting tactics you can use to establish a customer service culture that actually meets your expectations.

Does your company have high expectations in terms of the service delivery provided by employees to customers? Some organizations attempt to achieve this objective by cycling employees through a half day customer service training session once per year and then bang their heads against the wall trying to figure out why service levels aren’t higher.

Since opening our doors in 2011 we have completed a variety of HR, Training and Organizational Improvement projects for clients around the parking industry. Three years later and in light of recent trends and client demands, we have expanded our core services to include Recruitment for Operations and Corporate Support roles.

A common challenge in the parking industry is high turnover rates among hourly workers. The time and resources dedicated to recruitment, onboarding and training can be wiped out in an instant when an employee decides to leave. The logical question to ask out of this is, what is the cause of turnover? As more millennials enter the workforce, a common conclusion is that employees leave, because they feel entitled beyond what is reasonable given their work experience, but I suggest to you that the bigger issue is disengagement. There was a time when a job and a paycheck were adequate carrots to motivate employees, but this is no longer the case.

If you have been assigned the responsibility to complete a company objective, initiative, goal, etc., by working with others, you’ve just earned the title of Project Manager. Lots of books have been written, seminars offered and college courses delivered on the this discipline, but many people carry out projects everyday without any formal training or even realizing that’s what they are doing. If you find yourself in this spot, follow these basic tips put your project on a path to success.