Discreet or Discrete?
Customer Service professionals must have a command of language. If you speak English, then greater care is required. And people wonder why the English language is so confusing. Should I say discreet or discrete? It's like walking a tightrope! Ever…
Making The Phone Ring!
What does it cost to make your phone ring? The above question is literal. Have you considered the advertising expenses involved in publicizing your phone number? Then when a customer calls.... what happens next? The behaviors that enable HVAC phone…
Does Anyone Understand CRM?
I receive numerous calls from telephone company sales representatives who attempt to sell me a variety of business services. You'd think these companies were customer relationship management (CRM) experts. Sometimes they offer long distance or local services, at other times…
Happy Mother’s Day
This blog post is dedicated to mothers everywhere who do more than just nurture and coddle, because mothers also provide a keen sense of toughness. My mother was born in 1919 and her teenage years coincided with the Great…
Articulate Speech Over The Phone
Steve Coscia explains that speaking with an articulate voice enahnces how others perceive you.