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The customer would not say much. He was giving one-word answers when you’re seeking information. It was “like pulling teeth.” Maybe he was shy. Maybe he was ticked off. Maybe it’s just the way he normally speaks. Regardless of the reason for the lack of dialogue, you need information. You have other customers to serve. […]

I was talking with a friend recently about their job change. They’re still working in the same company, still doing the same type of technology support, but their position had been moved from a user area to the information technology department. This person seemed happier in their job than they had ever been before. They […]

There may be one manager in the department. There may be one supervisor over your division. Those individuals may see you interact with customers, but usually your conversations with your customers are out of the sight of leadership. Every day you make a difference, and often you’re working side-by-side with co-workers who are also making […]