10 STEPS TO OVERCOME COMPETITION by Jack Burke Remember the first time you experienced a Chinese box set? As each box opened to reveal a smaller box, you wondered with childlike curiosi...

AGENCY TELEPHONE PROCEDURES: HOW TO TAKE CALLS by Karen Flaherty Verbal Courtesy Courtesy pays off. It's hard to be mad at someone who's being nice, so be nice! Be generous with ...

GOOD SCRIPTS SELL MORE (A good script can make your phone marketing campaign. A bad one will destroy it. So get a qualified person to write a script, and make sure it's written in a way...

THE TOP 10 MISTAKES EMPLOYEES MAKE WITH CUSTOMERS by Rebecca Morgan In 20 years of conducting customer service training, Rebecca Mo...

WHEN YOUR CUSTOMERS COME CALLING: THE RIGHT WAY AND THE WRONG WAY by Judi Newman More ...