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Business

An Eye For Customer Service

By Peter Lyle DeHaan, PhD It was an emergency run to the eye doctor. Being far-sighted and using a computer all day makes glasses an indispensable tool—one that I treat with the utmost care. Imagine my dismay when in the midst of my morning cleaning routine, I heard the frame snap and a lens landed […]

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Writing and Publishing

Online Writing Course: Finding Your Audience

Over the past few months, I’ve taken a writing course from my new online friend Jeff Goins. It’s the most significant thing I’ve done this year (perhaps ever) to grow as a writer. And with as many things I’ve done, that’s saying a lot. I was part of the inaugural class and now Jeff is […]

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Business

They Don’t Know We Exist

By Peter Lyle DeHaan, PhD Getting my annual income tax return done is one of my most dreaded tasks. Though I keep good records, plan ahead, and take a conservative approach, “tax season” is a source of personal anxiety and trepidation. As I organized this year’s batch of requisite documents for my accountant, I stumbled […]

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Writing and Publishing

Six Reasons Why Your Blog Needs a Reader Profile

Recently a blogging guru encouraged me to write some reader profiles for my blog. Intrigued by the exercise, I gave it some thought. Before long I had penned profiles for five types of readers for my main blog, “Pursuing Biblical God.” I edited them today and have a bit more tweaking to do, but already […]

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Healthcare Call Centers

Social Media in the Call Center

By Peter Lyle DeHaan, Ph.D. Reactions to social media are varied. Some people ignore it, some embrace it, and some tolerate it. Initially used as platforms for casual interpersonal interaction (that is, non-business), the many variations of social media are increasingly being tapped for enterprise communication. This includes two types of interactions, commonly known as […]

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Call Center

Bad Policies Thwart Customer Service

By Peter Lyle DeHaan, PhD Switching cable TV providers seems to be a biennial event at our house. With our contract up and sign-up incentives over, my wife called our current provider for a better rate. There were none; the call center agent didn’t have the authority to lower our bill. Also, she must have […]

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Writing and Publishing

“On the Media” Discusses the Publishing Industry

The November 23 edition of “On the Media” (Publishing: Adapt or Die) focused on recent developments and trends within the publishing industry. (It was an update of coverage from April 2012, so some portions were a repeat). The segments include: You can listen to Publishing: Adapt or Die online or download the recording. While I […]

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News

Publishing: Adapt or Die

“On the Media” Discusses the Publishing Industry The November 23, 2012 edition of “On the Media” (Publishing: Adapt or Die) focused on recent developments and trends within the publishing industry. (It was an update of coverage from April 2012, so some portions were a repeat). The segments include: You can listen to Publishing: Adapt or […]

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Writing and Publishing

Start Calling Yourself a Writer

Last week, in “Four Steps to Becoming a Writer,” I mentioned the guy who said, “All my life I knew I wanted to be a writer, but I wasn’t writing.” My story’s the opposite. All my life I was writing, but I only recently knew I wanted to be a writer. So I went to […]

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Writing and Publishing

Four Steps to Becoming a Writer

In a podcast about writing, the speaker said, “All my life I knew I wanted to be a writer, but I wasn’t writing.” I’ve met many people like this. They call themselves “aspiring writers.” Some have a dream of writing but will never pursue it. Others, in reality, wish to have written but don’t want […]