CREATIVE CUSTOMER SERVICE HOURS by Mary Beth Bolen Agencies have traditionally operated as other offices do. The Monday-through-Friday, 9-to-5 workday, designed for administrative operations, ...

'THE CONVERSATION': DOING IT RIGHT by Don Phin Should you let problem employees go - or grow? I cant tell you how many times clients have posed this scen...

TRACKING COMPLIMENTS AND COMPLAINTS by Troy Campbell Customer satisfaction is subjective on the part of consumers. It is how they feel about you and the product or service you provide. The diff...