A unique new author blog helps business communication instructors spend less time preparing and more time teaching. The first authors in the field to write an instructor blog, Bovée and Thill share instructional insights, offer advice on incorporating social media and other technologies into the course, and provide compelling examples of good and bad business communication.
Customer Service
Mean Tweets: Managing Customer Complaints
Friday, May 11th, 2012When an unhappy customer complains to your face, you have the opportunity to address their concern, and make sure they are happy by the end of your conversation. When an unhappy customer posts a complaint on a social forum such as Twitter, Yelp, or Facebook, you are at an immediate disadvantage. The complaint, right or [...]
‘What Time Is the 3 O’Clock Parade?’
Friday, April 27th, 2012Walt Disney World calls its workers, from actors in Goofy outfits to laundry workers, “cast members” to make them feel part of the show. There’s a garbage can every 25 steps, so litter will be tossed not dropped. These nuggets are part of corporate customer service training offered by Disney Institute, a Florida-based unit of [...]
5 Ways to Make a Killer First Impression
Wednesday, January 18th, 2012Most people will judge you within the first second of meeting you and their opinion will most likely never change. Making a good first impression is incredibly important, because you only get one shot at it. . . Via www.forbes.com
The Six Golden Rules of Satisfying the Unhappy Customer
Thursday, August 4th, 2011Jonathan Farrington (photo left) is a globally recognized business coach, mentor, author, consultant, and sales strategist…You must login or register before you view this content.
Why A Complaint Is Really a Gift
Monday, July 25th, 2011Jackie Huba (photo left), principal at Ant’s Eye View, writes: At first blush, a complaining customer is not something we have on our wish list of awesome things in the world…You must login or register before you view this content.
