How to Use the Least Sexy Customer Service Channel to Get Your Cash Registers Ringing

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Talking on the telephone with customers is a pretty unflashy form of customer service interaction. And as a customer service consultant, trainer, and eLearning training designer, I can sense how its importance is getting overlooked more and more.

Too bad: The telephone’s ability to provide human-on-human interaction with real-time cues continues to make it a powerful brand builder, a way to turn your customer service operation from a cost center to a source of customer engagement,

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