Put your customer service policy in writing. These principles should come from you, but every employee should know what the rules are and be ready to live up to them. It doesn't have to be elaborate.

The FCC’s decision on the proposed rules could significantly impact how telecom providers interact with their customers, ultimately making customer service more accessible and effective in ...

Do your frontline employees deal with a fair amount of customer complaints? Do leaders think it’s your rules and policies that make you successful? Do you have employees who have suggested ...