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Escalation

Executive Reporting – Be Brief, Clear and Complete

July 16, 2014 by Lori O'Grady Filed Under: Dashboards and Reports

To create a good executive status report, be brief, present the facts clearly and make sure your summary covers all areas that need to be addressed.

Tagged With: Business Operations, Escalation, Executive, Project Management

Improve your customer’s experience by avoiding these easy mistakes

March 14, 2014 by Lori O'Grady Filed Under: Business Alignment

I had a huge problem this winter with the heating in my condominium apartment. It was made all the more unbearable because my engagement with the people who were responsible to fix it was way below par. I usually try to write a post that reflects positively on what to do – this prompted me to write a few basics on what you shouldn’t do.

Tagged With: B2B, B2C, Business Operations, Customer Experience, Customer Service, Engagement, Escalation, no-index

Tackle escalations head-on, with a calm attitude and the purposefulness of intention

January 15, 2014 by Lori O'Grady Filed Under: Business Alignment

Be transparent and direct when discussing risks and issues with executives. (It’s also important to be tactful, timely and aware of priorities so as not to be creating tempests in teapots.) Management can deal with problems when they know about them. Problems arise when they don’t know about issues and the potential impacts. Ask any Surgeon or ER doctor.

Tagged With: Customer Service, Engagement, Escalation, Leadership, no-index, Project Management

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