“We have learned that, in order to ‘win hearts and wallets,’ telco companies must not only deliver amazing technology, but also prove that they have the customers’ best interests in mind while providing an outstanding customer experience. In France as in other European countries, telco customers are switching from brand …

"Each employee has different strengths, which require different methods for improvement. When managers take the time to get to know each employee, the strengths and areas of improvement will be discovered. An employee may shut out distractions, may listen completely, but assumes he knows what the customer wants without recapping. …