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The next war. Quick tips for conquering the military transition process.

It's well reported that military veterans are especially susceptible to suicide and suicide ideation, but why? In this article, we break down some of the reasons that former service members are at risk and how they can set themselves up for success before they ever leave the military. While the effects discussed in this article are especially impactful for veterans, anyone can go through it, as a civilian you can still benefit from these techniques, or you may be able to help

What Makes a Good Customer Success Manager

Keys to reaching success in Customer Success include the ability to: exert influence without authority, enact empathy, create pithy flexible

Fair Trade: Give and Take in a Zero Sum World

We find that trade-offs occur in nearly all that we do. One of the big ones that we study in human factors psychology is speed versus accuracy. If you want a person to be able to accomplish a task as quickly as possible, then accuracy will suffer. If you need them to be accurate above all, then don’t plan on it to be fast. In most cases, you want the task conducted somewhere in the middle where neither speed nor accuracy are favored at the detriment of the other. This relatio

What is Human Factors Psychology?

I get this question nearly on the daily, not even joking. So you'd think my elevator pitch would roll off the tongue without me even having to put in a thought, well it doesn't. The reason I don't have a scripted response is that whenever I try to answer this question, I make an attempt to relate the field to something the person knows a lot about. This is because it really does apply to nearly everything, at least everything that involves humans. According to the Human Facto

Graduate Level Service; Turning Lemons into Lemonade

I was sitting there, holding the phone away from my ear to soften the shouting of the customer on the other end. Without having ever met me, this person just about hates me. This is probably the worst-case scenario when you are contacted by a customer/client. If you’ve worked in customer service or had to manage a customer service team, then you know this is a profession riddled with challenging situations on a daily basis. What often goes unrecognized though, is the opportun

Moving the Target

If you are looking for a way to get ahead at your workplace, but you feel like you are in a rut, don’t despair. Wanting to achieve more is a great position to be in and can become your fuel to success. The concept of work often lands on the list of things we have to do instead of the list of things we want to do, but it doesn’t have to be that way. Everyone has heard the saying that if do what you love and then you’ll never work another day in your life. Well, that’s sounds s

The customer is always right. Right?

EVERYONE has heard the saying, "the customer is always right." But what does it really mean? Have you ever encountered the cutomer that wasn't right? Of course, we all have. How do you handle the customer who certainly isn't right? Treating your customer with respect, even when they don't return the favor is putting that saying into practice. While a customer may not be right, a good customer service approach is to show respect toward their opinion and hear them out. If there

 

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