AMA
Playbook

Management

New managers need to make the transition to management quickly. For busy managers who need information fast, check out AMA’s collection of sample forms, templates, worksheets, and advice including how to define your new role, create a productive environment, and uncover how best to communicate within your organization.

Customer Service

Employee Self-Assessment Examples in Customer Service

By | Posted Feb 5, 2013 | 18 Comments

What is customer service? Nothing without exceptional reps. Developing your employees into customer service gurus is a snap using these sample phrases for performance appraisals adapted from 2600 Phrases for Effective Performance Reviews by Paul Falcone.

Sample Script for Verbal Warning: Substandard Customer Satisfaction

By | Posted Jan 30, 2013 | 7 Comments

Customer service takes work: After all, employees can only get so far on charm. And if you simply translate customer service into “solving others’ problems with a cheery disposition,” you’ll communicate a message that when others are in need, you can provide them with a solution.

planning

How Do You Use the SMART Method to Create Goals? Action Plan to Achievement

By | Posted Jan 28, 2013 | 1 Comment

Don’t just make goals, achieve them. This worksheet will help you develop your goals into an action plan.

Stress Pencil

5 Tips for Correcting Behavior Issues in Employees

By | Posted Jan 22, 2013 | 2 Comments

Performance management would be easy if it weren’t for people who underperform. Now is an excellent time to correct behavior issues using the performance review process.

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