Tag Archives: management

Required Learning for Training Managers: Business 101

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Learning professionals need a host of skills in order to be successful. One that often gets overlooked is business acumen. If trainers don’t truly understand how a business works, what it expects out of its training department, or what it ultimately wants its employees to be able to do, they simply can’t be effective. In our …

How Sears Home Services Trained 8,000 Techs to Smile

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The difference between a great customer interaction and a bad one was, in many cases, as simple as a smile. That’s what Sears Home Services, the $2.7 billion arm of the nationwide retail chain responsible for customers’ in-home installations and repairs, found after a full performance analysis of its field service technicians. In fact, the things …