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Transforming Bad Habits

Transforming Bad Habits is by Brian Tracy Excerpt From: Personal Success Your habits have been developed from early childhood as the result of things that you have chosen to do, or not to do. Your...

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Pay Now or Pay Later Why Employee Financial Education Should Be A Priority

Pay Now or Pay Later: Why Employee Financial Education Should be a Priority is by a friend and strategic partner, Tom Watson Ph. D. Money — the more you make, the more it takes, or so it seems. This...

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Customer Expectations vs. Customer Needs

Customer Expectations versus Customer Needs is by Ray Miller The first rule of stellar service delivery is: Service is all about expectations. You buy a product; you expect it to work the first time....

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Customer Service Training versus Customer Focus Training

Customer Service Training versus Customer Focus Training is by Ray Miller When most people think of customer service training, they usually target the training needs of their customer-contact...

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Download our new eBook

Download our new eBook. We have four great eBooks to choose from. That’s Customer Focus!: The Overworked and Under-appreciated Manager’s Guide to Creating a Customer-Focused Organization. Since first...

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Learning From the Customer: Critical Customer Incidents

Learning From the Customer: Critical Customer Incidents is by Ray Miller The following are based on real events in two small businesses: Scenario 1 It’s 5:30pm. John, a customer support specialist at a...

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Straight Talk: Making Your Point by Communicating Effectively – Part 1

Straight Talk: Making Your Point by Communicating Effectively – Part 1 is by Ray Miller Is there a more important business or interpersonal skill than being able to convey information in a manner...

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Straight Talk: Making Your Point by Communicating Effectively – Part 2

Straight Talk: Making Your Point by Communicating Effectively – Part 2 is by Ray Miller You will recall that in Part 1 of Straight Talk we looked at the three critical elements for Straight Talk: 1....

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Why Customer-Focused Leadership and What Are the Benefits?

  Why Customer-Focused Leadership and What Are the Benefits? is by Ray Miller A while ago I published an article called What is Customer Focused Leadership. This article has become a popular landing...

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Managerial Power: A Case Study

Managerial Power: A Case Study is by Ray Miller The issue of “power” in management has been studied for decades. The most effective managers have a far different view of their power base than managers...

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