The end of the fiscal year is in sight and the prognosis for safely landing the budget in the middle of the runway begins to be questionable. The budgetary flight plan established at the beginning of the year for the department was well documented….
The telecom industry continues to experience major activity in M&As, mergers and acquisitions, for a single reason: MONEY. But, let's take a close look at the personal impact these consolidations have on the psyche of the frontline employee
How many times, as a manager, when you were in the field doing safety or quality inspections have you walked up to a technician’s truck -- truck doors unlocked, tool/material bins unlocked, and not a technician in sight?
During my career, I had the opportunity to work with many Union representatives within the telecommunication industry. The union's and company's goals do not seem like they are that different -- and they are not. It is the method in which each works to achieve these goals is where the range of terrific-to-painful comes in to play.
Moving the family and household belongings to a new state can put stress on everyone involved, but great customer service and friendly company representatives can reduce the pressure and provide for a great experience.
What defines great customer service in the telecom world? What does individual frontline employee discretion have to play in that achievement, and has the tolerance for frontline discretion changed over the years?
OSP that is designed and built correctly will withstand normal year-to-year weather conditions provided proper maintenance activities take place on a case-by-case basis… But, let's look at the consequences of various weather conditions. Some impacts are absolutely recognizable, and some impacts are definitely more subtle to leadership teams.
One challenge and question facing the frontline leadership is: Should the Frontline network employees be asked / required to sell as part of their job responsibilities? Let's take a look at the pros and cons.
A friend walks up to you and asks, "How do I get that wonderful service I saw your company advertising the other day?" You do your research and find the wonderful service is available for your friend's address. Great news! But, with just a few disclaimers (and small print)…