When those expectations are never clearly explained, performance conversations and eventual terminations can feel unfair on ...

I recently hired a new administrative employee. His job is to answer phones, greet guests, and complete various tasks I assign to him. His customer service skills are strong, but his attention to ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. “People don’t leave jobs. They leave bad bosses.” There is ...