Between messages relating to Black Friday and Cyber Monday, my inbox has been very crowded. What have I done with all these emails? Likely the same thing as most of you. I put checkmarks in the little left-hand boxes and hit delete. Most of the companies that put time and effort into these emails are ... Read more

One of the things that has increased steadily over my 16 years as The Phone Lady is requests for skills on communicating with an upset client/customer. There are numerous reasons why these skills are more in demand. One is, as a society, we are still working through the aftermath of the pandemic, which includes higher ... Read more