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Working With Difficult People—Your Options

We have all worked with "difficult people"—sometimes reporting to them; other times as their co-worker or customer.  Regardless, the relationship can become a scourge on our lives. Recently, like most of you, our family has been binge-watching Netflix series and many of them, we are realizing, have a lead character—typically "the boss"—who is portrayed as arrogant, demanding, unappreciative, uncommunicative.

While these are characters in a show, many of us can relate to "the boss" far too well perhaps actually as your Supervisor or maybe a co-worker. Life is short and spending even one day hating going to work because of a co-worker / Supervisor you really dislike is such a waste. But what are our options? | Read more

Customer-Centric Culture

From the book Managing Service Excellence—the Ultimate Guide to Building and Maintaining a Customer-Centric Organization, author C. William Crutcher discusses the concept of a customer centric culture. We’ll explore the practicality of that concept and its importance to every organization in this article.
                                                     
First of all, let’s define "culture":  according to Crutcher, it is the "combined behaviors of the employees" which can be informal or driven by rules, intentional and planned or the victim of inattention. While there is always a global/organizational culture, there are also subcultures within smaller entities of the organization that could be as few as two people.  So what is our role as employees in these cultures? | Read more

NCSA Participates in Leonardo Company Thought Panel

NCSA Member Leonardo Company recently recorded a thought panel discussion entitled "In Plane View: Supporting Air Operations During the Pandemic" to explore the impacts of Covid-19 on the air traffic management industry in which they operate. Wes Tindal, COO of NCSA, was invited to represent the National Customer Service Association and speak to the impacts of the pandemic on customer service in general and how organizations across industries are shifting to continue providing service excellence despite the challenges inherent in the current business landscape. | Read more / View video