John O. Towler, PhD
Articles by John O. Towler, PhD
What is Workplace Bullying and How Does it Affect People?
July 1st, 2013
It is estimated that one in six employees is bullied at work and occurs more frequently than sexual harassment. In this first of a multi-part series, Dr. John Towler helps us understand what workplace bullying looks like and how it affects people.
ISO and the New Focus on Customer Satisfaction
September 30th, 2003
Coming into compliance with the new ISO standards.
Opinion: You Can't Get There from Here
May 31st, 2002
Tales of the dark side: One writer's experience with big business customer service.
What's your Biggest Problem? Surveys can Reveal Need for Staff Testing
March 31st, 2002
Are you concerned that your employees don't have the basic skills to do their jobs? Here are some tests to find out.
No Quick Fix Beats Common Sense
November 30th, 2001
If you want to know what will keep your customers happy, ask them! Head back to basics with updated surveys, employee training, and other common-sense ways to grow your business.