Free Chapters

Defining the Company's W5

When you're running a business, your first priority is to make sure everyone, not just the executive team, knows the 5W's of your corporation. Don't know what that entails?

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The Focus on the Customer

Every customer service rep thinks they are, but the vast majority of consumers would argue that they're not. The million dollar question is – how focused are your CS reps on the needs of your customers?

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Re-evaluating the Value Added

Properly understood, the sociological and psychological power behind the philosophy of value-added customer service is a critical key to maintaining your existing customer base ...

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