Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make o

This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vita

Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step

Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing cust

Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to def