There are a lot of ‘rules’ in customer service, but few more important than the six we’ve listed here from our newly reproduced DVD Six Cardinal Rules of Customer Service. Each makes a valid statement and will increase the satisfaction of your clients. Cardinal Rule #1 - Personal Responsibility/Accountability: Don’t Pass the Buck One of the most [...]
by Joseph M. Hanna The California Assembly is considering AB 2390 which, if passed, will affect how all bids are prepared and submitted for public works projects in California under Public Contract Code§3300 and §4104. This pending bill applies only to contractors who contract directly with the public entity. A public entity consists of the [...]
By: Michael C. Dennis Commercial collections are always difficult. This is especially true in the current economic conditions. Collectors and their managers are often frustrated by slowing cash inflows, broken payment commitments, higher bad debt losses, and payment delays from previously stellar customers. The goal of every collector is to maintain as much goodwill as [...]
Do we really LISTEN? Do we really HEAR what people are saying? Are there any methods, tricks, ideas, tips or techniques to make us be better listeners? We at Telephone Doctor believe there are. Taken from our newly released DVD on listening skills, below are some ideas to help those who are having trouble being [...]
One of the attributes I have noticed in nearly every great leader that I’ve worked with is that they know how to get back up after they fall. I don’t think they fall any less than the rest of us, or any less hard. But they don’t lay there very long. I actually believe that [...]
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