By: Jeff Toister (submitted by Carmen Gass)

We’ve all had a mentor give us customer service advice.

Some advice has withstood the test of time. My first boss stressed the importance of greeting every customer. A warm, friendly greeting sets the tone for a positive interaction.

That advice still rings true today.

Other advice hasn’t aged so well. Like the old idea that companies should respond to customer emails within one business day. Today, the standard is one hour.

Concepts go out of style, customer preferences change, or we discover a better answer. Yet some leaders still cling to the same worn out, pithy platitudes.

Here are three pieces of advice that we need to update. Read more here.