Introduction The world of Service has gone Social. Where previously your customers had no choice but to provide their compliments, complaints and comments to you, today they have more channels and more choices than ever before. Thus they are bypassing you and your organization, airing their unedited thoughts publicly, inviting others to jump on their bandwagon, creating viral effects, with

Introduction Communication is the foundation of human interaction – at work, at home and at play. And you’d imagine, that since Communication is so fundamental to our profitability, performance and fulfillment levels as human beings, we’d be universally great at it. But the truth is, most people are really far from this ideal. Are you aware that most of your