From the monthly archives:

November 2009

How do I get my employees to provide world class customer service?

by admin on November 17, 2009

In the 1980’s American businesses were being outdistanced by those from other nations—particularly Japan—and customer service was recognized as at least one of the routes back to success. One organization that came to the fore to help address our economic woes was the International Customer Service Association. I’ve had the opportunity to speak to its [...]

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What should be our meeting rules of engagement?

by admin on November 1, 2009

00:10 Answer: Last week you saw the behavioral requirements for meeting leaders. That inventory was useful for several purposes: (1) to assess your meeting leadership style; (2) to enable your team to give feedback to you or to others who run their meetings; and (3) to show meeting leaders in your company how to maximize [...]

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