CUSTOMER SERVICE CORNER: Manage crunch times on the phone

When the phone lines start lighting up, you can’t lose your cool. If there is more than one caller on the line, not only do you have to prioritize calls, you have to check with individual callers to see if they are okay with being put on hold.

MANAGEMENT MINUTE: Turn customers into partners

Leaders must set the tone for their staff and there’s no better way to do that than by determining which customers to target and how to capture their attention.

MICROSOFT OFFICE TUTOR: Keep graphics intact when hiding Excel columns and rows (2000/2002/2003/2004/2007)

By default, hiding a column or row also hides any graphic objects that are anchored to a cell in that column or row. However, you can make sure that these types of objects always remain visible by changing their positioning properties.

CUSTOMER SERVICE CORNER: 3 tips for boosting your product knowledge

We’ve all been there — we’re doing our best to help our customer, we’re doing all the right things, but we know that, to truly shine, we’d need to know the product line better than we do.

MANAGEMENT MINUTE: Motivate employees without using company money

Every company is dealing with budget cuts and an unstable economy — but that doesn’t mean you can’t find cost-effective ways to motivate your staff.