Customer Service

Poor Customer Service Lessons

10 Lessons Learned in Surviving Poor Customer Service

A recent renovation in our home due to a water leak became almost a 4-month, full-time job for my husband. Sharing some of the customer-service...

Reasons to Apologize

The Payoff for Apologies—And the Penalties for Their Absence

The father with his kids in tow yelled a couple of obscenities at the gate agent. “Why won’t you just open that door and let us on that...

Using Persuasion Techniques

5 Ways to Get Your Point Across Persuasively

Need someone to “get it”? And if they “get it,” do you expect them to follow through? Then that takes thoughtful communication. 1....

Improving Leadership and Communication

The ONE Question Managers Must Answer—Correctly

As a manager, your hear questions every day. Some serious; some trivial. “What do you hear about the merger plans?” “Is our budget...

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