In today's competitive environment, what does it take to keep customers happy? (First...

"Good service, a friendly smile and an accessible office are essential to keeping customers happy," said Mary Linker, office manager of New Windsor Telephone Co. (New Windsor, Ill.).

"In addition to good service," Garry MacCormack, manager of The Rye Telephone Co. (Colorado City. Colo.), added that "innovation is key to not only keeping customers happy, but also to ensuring that customers remain with your telco."

With the rapid changes in technology a telco must be equipped to meet the demands of its customers. "A telco must expand and broaden its service of