101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques [With 2 CD-ROMs]

Best-selling author Lorraine Ukens offers a hands-on resource for training professionals that is filled with practical and innovative training ideas for improving customer service, including dozens of training activities, tools, tips, and techniques that encompass the six most important aspects of customer service: awareness, communication, planning, problem solving, quality, and teamwork. The book also includes a CD-ROM with fully reproducible handouts and training tools.

"101 Ways to Improve Customer Service" is a user-friendly guide for developing and sharpening the skills that are most needed for giving excellent care to customers, both inside and outside your organization.

Praise for "101 Ways to Improve Customer Service"

"Perception is everything when it comes to the success of an organization. Finally, a book that outlines the art of frontline success and the positive domino-effect it produces when the customer is satisfied."
--Eric Seaborg, president, Aspect Associates, LLC

"A collage of brilliantly simple and useful advice! These are real lessons in the fundamentals of customer service that everyone talks about, but few practice."
--Stacy Gasper, sales representative, Kansas Pathology Consultants Less