This practical resource book includes articles, training tools, case studies, and job aids that you can use to positively impact your customer service through training, benchmarking, and new processes. With an emphasis on what, why, and especially how-to, the information in this book will help customer service managers, trainers, and frontline associates develop more effective policies and procedures.

Materials Are Fully Reproducible! All materials are fully reproducible which makes them especially useful as handouts, job aids, newslette items, and training tools. Selected resources are included on diskette for easy customization and reproduction. Materials are in Microsoft Word - just add your company name and logo to give your resources a customized look.