Talk about first impressions; telephone greetings are critical. Prospects are deciding whether or not to do business with you. Irate customers are deciding how helpful and competent you are. Yet ...

The only thing harder than delivering excellent customer service consistently is motivating someone else to deliver excellent customer service consistently. Customers are more demanding than ever. Professionals are more difficult ...

Customer complaints are like medicine. Nobody likes them, but they make us better. Actually, they are probably more like preventative medicine because they provide advanced warning about problems. Financial statements, ...