Customer Service

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The Pet Peeve That Zaps Productivity and Sours Attitudes

You rush into your office early at 7:30 to get a jump on the day. Your overflowing inbox shows several emails marked urgent. But they’ll need to wait because you know what needs to be a priority: getting that report out to the client by noon to include in his afternoon presentation. You promised. Your [...]

6 Ways Salespeople Irritate Customers and Lose Sales

Salespeople are typically the nicest people in the room. They ask about your family. They laugh at your stories. They empathize with your hard luck. But occasionally, you run into someone in sales who just needs a paycheck, someone who’s a technical expert but has the personality of a duffle bag, someone who has been [...]

5 Mistakes Leaders Make in Responding to Questions

Whether delivering a presentation to clients or your own executive team, delegating, or passing someone in the hallway, leaders get questions. Some challenging, some trivial. But all responses leave an impression: As a leader, you know that people either trust you for the truth—or think less of you than before they asked. What makes the [...]

6 Secrets to Becoming Your Own Boss

Not everyone longs to be THE boss of a large team or organization. But given a choice, most of us would like to BE our own boss. We want the freedom to use our own judgment in making work-related decisions, to set our own work schedule, to earn at the income level we choose. Whether [...]

Are You Leaving Customers in the Dark With a Vague Agenda?

You’ve interacted with your prospect a couple of times—either on the phone or by email. You’ve researched the organization. You’ve teased them with some industry data that you think they’ll find valuable. Then finally you get that all-important invitation: “Why don’t you come out and talk with us in more detail.” You don’t want to [...]

Cybersecurity: So Much Time, So Little Progress

As I read of the latest cyberattack, the worst in history, involving hospitals, shipping systems, and corporations in more than 150 countries, I see much hand-wringing. But the first thing that comes to my mind is the old mantra: “Fool me once, shame on you. Fool me twice, shame on me.” That’s not to play [...]