Customer Service Makeover

(Page one of this article, The Customer Service Makeover, involved using a customer service survey to assess the current state of your customer service, and learning how to improve customer service for two common customer service interactions: answering the phone and helping a customer. Go to page one of the Customer Service Makeover or continue reading about how to improve customer service for customer complaints and returns.)

C) Good Customer Service: Customer Complaints and Returns

Customer complaints and returns are also extremely common customer service interactions.

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Some property tax charges not deductible

Many California homeowners may be surprised to learn that some charges on their property tax bills are not deductible on their income tax return.

The Franchise Tax Board is on a mission to get California homeowners to follow the law and stop deducting the entire amount of their property tax payment. Increasing compliance would raise money for the state and federal government.

Tax pros say the vast majority of homeowners deduct their entire property tax payment as an itemized deduction on their federal tax return, even though federal law prohibits deducting certain taxes and fees. Taking the full deduction reduces state as well as federal taxes.

To be deductible, a property tax must be a percentage of the home’s assessed value .

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Be Realistic When Starting a Business

Many people wish to start their own business, but many are also unrealistic when doing so. Usually, the number one reason that many people want to start their own business is so that they can be their own boss. However, starting your own business also means that you have to be your own worker too.

This is the point that often separates those who will be successful in business and those who will fail. While being your own boss is great, it is unrealistic to think that you will simply start a business and then the money will flow in. This is where the worker has to come in.

Starting your own business will mean a great deal of actual work on your part and that means you will have to have discipline as well.

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Manchester City announce record losses

Manchester City have announced record annual losses of £194.9m.

The colossal sum, the highest ever recorded in English football, shows the depth of the investment made by Sheikh Mansour to transform City from a lower-mid table outfit in 2008 to their present status as Premier League leaders.

Whilst accepting the vast scale of the losses, City officials are adamant it marks a low point in their financial graph and from this point forward, they will be embarking on a significant upward trend.

“Our losses, which we predicted as part of our accelerated investment strategy, will not be repeated on this scale in the future,” said chief operating officer Graham Wallace.

“The result is consistent with the guidance provided in the first MCFC annual report that losses would peak in the 2010-11 financial year, as a result of the accelerated investment programme that the club undertook between 2008 and 2011,” said the club in a statement to accompany the results.

Although officials are aware of the likelihood of all the focus going on the eye-bulging headline figure, which has been covered by two tranches of new equity of £176.7m during 2010-11 and £114.2m in the post-year period, they are insistent the losses should be taken in context with the club’s position as a whole.

In spending huge amounts on Roberto Mancini’s playing squad, the Blues have been left with a number of players, including Emmanuel Adebayor, Roque Santa Cruz and Wayne Bridge, who are of no real value to City now but still have to be paid, money which rolls into a seven-figure sum every month.

Only now do City believe they have got to the situation required for a leading club of having two men for each position.

And, given most of Mancini’s players are young, vast recruitment drives such as those which have been seen so often over the past three years, will not be necessary.

There is a clear desire to develop in some areas, particularly in overseas markets where Manchester United have been so strong, but City have no plans to extend the newly-named Etihad Stadium currently.

However, over the road, it is hoped planning permission to start work on the vast 80 acre site that will be known as the Etihad Campus will be granted in December.

City have received a favourable response to their ambitious scheme, the like of which has never been seen before in England, from local residents, who are set to benefit from 85 permanent and 200 temporary jobs within the project as a whole.

It is this scheme which the club feel will prove Etihad’s £350m investment worthwhile.

In fact, Press Association Sport understands there is a feeling at City that the price tag may eventually be viewed as undervaluing the site rather than inflating it, as Arsene Wenger and Liverpool managing director Ian Ayre have suggested.

It will also be used as evidence of Sheikh Mansour’s long-term commitment for City to become profitable should the club eventually fail to meet UEFA’s FFP ruling that no club can incur losses in excess of 45million euros (£40m) over the three seasons of the first monitoring period, which begins in the 2011-12 campaign.

“Look at the companies Sheikh Mansour has invested in,” a City official told Press Association Sport.

“He simply does not take on failing businesses.

“He wants Manchester City to be as financially sustainable as possible. That

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Cassidy: U.S. graduates headed for India and other high-growth markets

I can’t say I was surprised when I heard that Indian startup entrepreneur Kunal Bahl was touring U.S. colleges on a hunt for MBA talent for his New Delhi-based digital commerce company.

After all, the U.S. economy is in the tank. The job market is tight, maybe even for MBAs. Plenty of bright students have come here from India to study. Home is no doubt a draw. Why not India?

No, the surprise came when I caught up with him at a coffee shop on the Stanford campus and asked him how his recruitment drive was going since he started his push with social media last month.

“In the subsequent three weeks,” he says, “we received 2,000 rsums.”

Yes, from the United States.

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More NY courts to focus on medical malpractice

New York courts specializing in the states 4,000 medical malpractice cases filed each year have begun expanding following the success of a Bronx judge in settling cases early.

The approach, shown to cut court backlogs and save money, has been extended to Brooklyn, Queens and Manhattan, with some Erie County judges getting trained.

It was proving to be a cost savings to hospitals and directly impacting the indemnity insurance of doctors, New York Chief Administrative Judge Ann Pfau said.

Starting Dec. 1, Pfau will become coordinating judge of the court systems medical malpractice segment. The pilot program is using a $3 million federal grant to train more judges in medical issues.

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