Category Archives : Communication

A few months ago I fired the family dentist we had used for the last ten years. Why would I quit doing busines

Customers are the lifeblood of your telecom. Without them, you are out of business! Why, then, do so many tele


In this rapidly changing economy, one of the biggest challenges public power utilities face is how to keep pac

Outside the city of El Paso, Texas, sits Damian Elementary School. This is a school with a 90 percent Hispanic


There isn’t one. Angry customers are no joke! How many times a day do your agents take a telephone call only

Last week, one of our clients told us they were having a very difficult time calling us. The call would ring t


At your company . . . – Who delivers customer service? – Who is more important – new or existing

In one way or another, all customer interactions are either customer service based or sales based. From a sale


The other day I noticed a “No Wait” policy posted in a grocery store. The sign read, “We gua

What comes to mind when you hear the words “the North Star”? Bright and shining . . . steadfast .