Open-ended and Closed-ended Questions “The key to wisdom is knowing all the right questions.” —John A. Simone, Sr., Writer We each ask dozens of questions every day, but how many of us have given any thought to questions as a topic? They’re important communication tools, so we decided to study them. Did you know that […]

Writing is part of almost everyone’s work day. It’s a task that is harder for some and easier for others, but everyone can improve their business writing skills. Proficient writing takes practice and as with any skill “practice makes perfect.”  The best communications stand out because they are clear, concise and effective. “You can have […]

Irate, rude, unhappy and sometimes abrasive customers can drain you emotionally. Do any of these challenging customer interactions sound familiar? “The information you sent me is wrong! What’s the matter with you people? Can’t you read?” “My bill isn’t RIGHT! And this is NOT the first time, either! You all NEVER get anything right!” “I […]

Wasting time online is one of the primary ways workers can drain productivity from your team. Some employees kill time mindlessly surfing the Web throughout the work day. Others do their personal business online rather than taking care of your business. Access to social media has increased the temptation to check out at work and […]

Effective teamwork is critically important for excelling in a highly competitive marketplace. Dysfunctional teams are bad for business. Not getting along with a team member at work is unpleasant for everyone and harms productivity. An ongoing personality clash may be unspoken but obvious, and the disagreements that result can cause other team members to take […]

“The customer is always right” is an instructive saying that directs those dealing with the public to make customer satisfaction one of their highest priorities. This can be difficult when a customer has an issue with your organization and truly believes they are in the right. They may be making demands that are impossible for you […]

Today’s post is first in a two-part series with Nancy Friedman, speaker, author, customer service expert and president of “the Telephone Doctor,” from St. Louis, Mo. As her own PR representative she’s appeared on CNN, Fox News, the Today Show, Regis and Oprah, along with a number of print publications including the Wall Street Journal and various local/regional […]

The goal of every customer interaction is to have a positive outcome, keep the customer’s business, and have them tell others about their great experience. As a customer facing team member, you’re the front line in that regard.  You can have a positive effect on the frame of mind of each customer and the eventual […]

Rude behavior is the enemy of good customer service. It hurts interactions with both external customers and internal customers: your co-workers. Research tells us that almost half of the people surveyed have walked out of a business or otherwise stopped a purchase that was in progress all because of rude customer service. Billions of dollars are […]