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...
It is impossible to speak and listen at the same time. Listening skills require concentration. Focus allows the brain to process the meaning of the words. So using listen...
Should "Noise" even have a plural? Recently, at a barbeque, two friends were having a disagreement about who had the correct grammar. They came to me to settle the ar...
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 what...
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...
Fragments and Run-Ons and Errors - Oh My! Writing In Complete--or Incomplete Sentences? To be sure any one sentence you write is correct and complete, ask yourself, "...