There’s never been a time when great customer service mattered more than it does now. Consumer confidence is down, and the customers who are buying have scores of choices of where to buy and how to buy.

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What it is that brings out the worst in our self or in others has always been a fascinating question and I’m not sure that I’ve ever found a convincing explanation - until recently.

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When faced with major organizational problems, managers often hire consultants to help provide a solution. The consultant will usually interview people, run focus groups, and gather input from a variety of sources.

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The way businesses are built these days is heavily dependent on effective teamwork. One notable feature of teamwork is that it doesn’t just happen; it needs to be designed, promoted, stimulated and supported...

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What would happen if you stopped TRYING to make money? If, for one whole year you didn't think about creating profit. If, for that year you took your focus off what was dropping to the bottom line?

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