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 takes practice and as with any skill “practice makes perfect.”  The best
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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 with you people? Can’t you read?” “My bill isn’t RIGHT! And
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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 their personal business online rather than taking care of your business. Access
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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 everyone and harms productivity. An ongoing personality clash may be unspoken but
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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 customer has an issue with your organization and truly believes they
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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 she’s appeared on CNN, Fox News, the Today Show, Regis and Oprah,
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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 member, you’re the front line in that regard. You can have a
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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 have walked out of a business or otherwise stopped a purchase
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How To Manage A 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. As a leader and a mentor, you need to develop skills to
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How To Be a Terrible Team Member

Teamwork is defined as the combined actions of a group of people, especially when they are effective and efficient. Companies thriving in today’s economy all share one thing in common: excellent employees. The people within a company comprise its biggest and most
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