CUSTOMER SERVICE: ACCENTUATE THE POSITIVE by Patricia Czech No doubt, you've heard of the 3-11 Customer Rule. It holds that a happy customer will recommend your business to three peop...

HOW TO COMMUNICATE EFFECTIVELY DURING CRISES No amount of planning will prevent all emergencies, nor will it stop the media from showing up at your door when a crisis strikes. In addition to having a...

THE OVERWORKED AND UNDERPAID CSR by Grace Bauer Agency principals need to realize how overworked and underpaid CSRs really are. Look around the office. Are employees coming in early to get ...