In a Harvard Business Review article entitled "What Really Works," some of the main points raised by the authors focused on specific business practices. When it comes to improving business performance, managers have no particular strategies or techniques in which to choose from.They just have to be smart enough to know what works! According to the authors, managers should develop a 4+2 formula in order to sustain superior performance within their companies. The 4+2 formula consists …showed first 75 words of 943 total…

…showed last 75 words of 943 total…it is the right thing to do. Nobody wants to be talked to in a disrespectful manner. Needless to say, in my line of work, there are no specific requirements for having outstanding customer service skills, but it does make the difference in whether or not people have something positive or negative to say about you and your organization. References: Nohria, N., Joyce, W., & Roberson, B. (2005). What Really Works. Harvard Business Review, 23, 161-165.