In the business world, successful products, services, programs and innovations are quickly copied by rival companies. In an age where offerings, designs and strategies are so easily imitated and commoditized, how can organizations differentiate from the rest? How can they attract customers and ensure their loyalty? The solution lies in the quality of their workers. And, I believe, within one group of employees in particular: customer service representatives who engage customers on the phone each day through the power of conversation. ....