In the old days, managers saw their direct reports daily. They may even have eaten lunch with them or been on the same company bowling team. However, today, managers often oversee people around the globe, in places as far away as India, Kuwait or Korea. The days of interacting face-to-face with one’s direct reports are […]

In today’s business world, it is almost a rarity when people answer their phone. Mostly, we reach people’s voicemails. This is extremely frustrating for those of us who need information or want answers. What compounds the issue is that when we leave a voicemail, people seem to ignore it.  The original design for voice mail […]

How many times have you had customers who seem like they are on a rampage. They won’t let you talk or try to resolve the problem. They seem to repeat the same story over and over. Understanding why that happens is the first step to dealing with the issue. Typically, it is the result of four critical missteps on the part of the customer service or technical support person.

When making a proposal to C level Executives, those CEO’s, CIO’s, CTO’s or CFO’s, it is necessary to remember their focus is on solving problems and making the company successful. They are not interested in how an issue was resolved, but that it is no longer a problem. These are very busy people. How you […]