Key Industries
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Recent Tips and Posts
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IRS Scandal and “Poor Customer Service”
By now you may have heard about the Internal Revenue Service (IRS) scandal in Washington, where the IRS apparently was targeting conservative Tea Party or related groups for extra scrutiny prior to the recent election. What’s most interesting about this from a customer service perspective is that the leadership noted that the scandal had nothing […]
When Leadership Creates an Avalanche of Troubles
The organization needs to improve its culture. Leadership was blind to the issues that were surrounding it and resting on their laurels. It was obvious that the culture had changed for the worse, leadership was driving in the wrong direction, and the main way to change the culture was going to be to change the […]
Be a Telephone Matchmaker – 6/4/13 TOW
Have you ever called a company, and you could just tell the employee was reading a script? Say this out loud in a flat, MONOTONE voice: Thank you for calling Acme Paper Products. I am thrilled that you have called. Please let me know what I can do to make this a great day for […]
