FeaturesNow

How Do You Say You're Sorry?

Sincere apologies can cement relationships, foster communication, and dramatically improve the vitality of a workplace or customer relationship.  This feature offers reader a practical step-by-step guide to the why, when and how of worthy and skillful apologies.  807 words.  [Feature 9510]

Dear Customer: You're Fired

Some customers just aren't worth it.  This quiz helps readers understand the warning signs of customer trouble, and the circumstances under which they should say goodbye to a customer.  1183 words.  [Feature 9432]

When You Make a Mistake ...

Everyone makes mistakes.  This feature describes the "Twelve A's" -- easy-to-understand tips readers can use to constructively confront mistakes, and overcome errors and problems.  502 words.  [Feature 9404]

Don't Look Now, But There's a Customer Standing Next to You

Once your readers begin to perceive co-workers as customers, they'll be on the road toward dramatic improvement in the quality of performance and workplace relationships.  This feature will help readers learn how to bring top-quality service -- and satisfaction -- to these internal customers.  Includes sidebars:  "What Your Customers Want from You" and "Ten Killer Phrases."  1558 words.  [Feature 9309]

Customer Service: It's the Little Things that Count

It's often the "little things" -- like a friendly greeting on the telephone or someone holding the door open on a rainy day -- that customers notice.  This article helps your readers notice the "little things," too -- and make them count.  Includes an optional sidebar, "Twenty-Five Little Things You Can Do for Your Customers."  1059 words with sidebar.  [Feature 9103]

When Criticism Falls ...

This article helps your readers understand how to respond to upset customers -- and even turn angry customers into satisfied, long-term buyers.  819 words.  [Feature 8919]