Resources and Articles

Stay up-to-date with the latest news on customer service strategies and trends.

How To Manage Conflict Between Co-Workers

Conflict in the workplace is inevitable….and it’s not necessarily a bad thing. If people care about their work, they’re going to get emotional on the job from time to time....

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Exploring the Rudeness Matrix

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...

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Six Ways to Influencing the Interaction

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...

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What I Learned From My Appearances On Regis And Oprah

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...

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Is the Customer Always Right?

“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...

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Resolving Personality Clashes At Work

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...

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Handling Team Members Who Waste Time Online

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...

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How To Handle Irate Customers

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...

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How To Write Effective Business Emails

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...

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