Want to Improve Service? Improve Phone Manners

Even as more and more service issues get routed through digital channels, interaction with customers over the phone is still at the very heart of customer service.  A lot of providing that service relies on the extensive training representatives get on both the company and its products and the adoption of the corporate culture.  However, Keep Reading...

Take the 30 Day Challenge

I grew up writing thank-you notes. Real, honest-to-goodness, pen-and-ink, stamped and posted letters. More than simple habit, it's about what the commitment to expressing your thoughts and feelings in writing says about the character of the writer. About the joy such notes bring to the reader. Taylor Mali Marcus owns several small businesses. In one, Keep Reading...