All the time, you are asked to speak without preparation. The phone rings, and you answer it. Whatever the prompt is on the other end of the line, when it’s your turn ...
Customer Service is all about treatment. The story that follows shows how a company can meet the needs of an angry customer, yet lose his/her business because of the cust...
Listening and hearing both require use of the ears. There ends their similarity. "To hear" is to perceive or apprehend by the ear (comes from a Latin word meaning, "to be...
Recently, at a barbeque, two friends were having a disagreement about who had the correct grammar. They came to me to settle the argument (knowing what I do, and because ...
Customer Service FAILure can occur because representatives may not be well trained, the phone system may be too complicated, or the website may be having some issues. But...
Mistakes in your writing can cost you dearly. Recently I heard one of my clients say that when she gets a resume containing errors, it goes immediately in the "unaccep...
By Dr. Richard J. Atkins People sometimes ask me why I go on Adventure rides alone. The answer is that it’s a great challenge to find a riding partner who can do wh...
Do you remember the age-old line, "charity begins at home"? It’s a best-practice reminder to help yourself before helping those around you. You’ll be much more us...