May 18, 2012 by Michele McGovern

You don’t have to agree with customers’ complaints – but you have to agree that their complaint is important to them. Here’s how to make customers feel that way.
Read the rest of this entry »
May 17, 2012 by Michele McGovern
Watch out: You may bury your message when you use some all-too-common business buzzwords.
Read the rest of this entry »
March 30, 2012 by Michele McGovern

You think you’ve heard it all – but customers aren’t telling you what they really think.
Read the rest of this entry »
February 3, 2012 by Michele McGovern

Some companies have banned their employees from saying certain words that upset customers. They may be on to something.
Read the rest of this entry »
January 27, 2012 by Michele McGovern

You think you don’t lie to customers, but those little white lies count. You want to avoid these top offenders.
Read the rest of this entry »
January 24, 2012 by Michele McGovern
Don’t hold back today. Tell customers, co-workers and even the boss what you like about them. Here’s why it’ll pay off.
Read the rest of this entry »
January 20, 2012 by Michele McGovern
Some habits may jeopardize your career advancement. Here are the worst offenders.
Read the rest of this entry »
January 20, 2012 by Michele McGovern

Even if you think you have the best possible relationships with your agents, there are some things they won’t tell you – and you should know.
Read the rest of this entry »
January 16, 2012 by Michele McGovern
With so many distractions at work, you probably struggle to remember everything customers say. Here’s help on zeroing in.
Read the rest of this entry »
January 13, 2012 by Michele McGovern
“No problem.” Sounds innocent enough, but if you say it to customers do you hurt satisfaction?
Read the rest of this entry »