(This article first appeared on Forbes.com here.) “Never heard back on that.” “They never took serious action on my recommendation.” “Sure...
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This common question sounds like “How much money will I need for retirement?” It’s not uncommon for presenters to walk into a...
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Answering your phone can be a dicey experience these days. Having some off-beat, unhelpful caller waste your time—or worse, insult...
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These two recent customer service experiences are all too common: Scenario 1—Failure to Follow-Through: To ask a question about my life...
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Recently, I called a property-tax reduction firm about protesting my property taxes. The form downloaded from their website requires...
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(This blog first appeared on Forbes.com here.) Life unfolds as a series of persuasive interactions—to get a date, a mate, a job, a promotion, a...
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