Help Desk & Support Center
Call Center Management
Tech Support Resources
Project Management
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Call Center Courses
Telephony Courses
ITIL & Help Desk Courses

Subject Index
Catalog Index

About
Contact Us
Shipping Options

Help desk people are highly motivated and require challenging work. One factor motivates these people more than anything else... feedback.  Based on 20 years of their research, the team of Robert Zawacki and Laura Zawacki show how feedback affects our motivation, productivity, and self concept.  And they present a step-by-step process for giving meaningful feedback to help desk people.

Table of Contents

1. How feedback helps motivate people
   • Feedback and the motivating potential score
   • The importance of feedback
2. How feedback affects our motivation, productivity, and self concept
   • Feedback and self concept example
   • How defense mechanisms help preserve our self concept
3. How to give meaningful feedback
   • Steps in the feedback process
   • Guidelines for conducting feedback and counseling sessions
4. The feedback process: Rewarding and challenges

Appendix 1 - The feedback checklist