My new book, Success for Hire (ASTD Press) features employee recruitment and retention practices that a lot of people think they know but in reality, don’t put into practice.  One of those practices is effective in-person interviewing, which can ensure that you hire the right candidate the first time around.  The next time you speak ...

The customer’s always right.  This is the mantra that customer service representatives have to repeat to themselves every day – if they want to keep their jobs.  But what happens when you come into contact with a particularly angry customer, who is determined to give you a piece of her mind?  When I was writing They Don’t Teach ...