Business Telephone Etiquette Part 2

Last time we talked about the aspects of handling the telephone that related to your attitude. Today I want to look at a few techniques that will improve your phone performance. This first one that comes to mind is that everyone that answers the phone at your company...

Business Telephone Etiquette Part 1

If you work in customer service both your attitude and your technique are important when it comes to serving customers over the telephone. So this post will be devoted to the attitudinal aspect of answering the telephone, and in the next post I will provide you a few...

Mirror, Mirror on the Wall

The following is a true story, verified through snopes.com. John Barrier had done business with Old National Bank in Spokane for 30 years. He made his living buying and refurbishing old buildings, so he wore everyday work clothes that October day in 1988. He left his...

Do You Present Solutions or Just Price Services?

A few months ago, a friend of mine, Paul Tomlinson (pictured below), shared the following true story with me. Paul, who lives in Rush Limbaugh’s part of Missouri, is a Regional Manager for a multi-state consumer services franchise. I think what he experienced that day...