Ukens L.L. 101 Ways to Improve Customer Service: Training, Tools, Tips and Techniques

Pfeiffer (Essential resources for training and HR professionals) - John Wiley & Sons, Inc., 2007. – 398 pages.This book provides a variety of training and development interventions that can be used immediately with frontline service employees. It is intended to be a user-friendly guide to developing and sharpening the skills necessary to provide excellent care to customers, both inside and outside the organization.This is a collection of 101 practical applications. The book contains 50 training activities, 14 tools, 23 tips, and 14 techniques that encompass 6 different categories: Awareness, Communication, Planning, Problem Solving, Quality, and Teamwork. A topical index aids in selecting appropriate interventions, and 4 appendixes list recommended interventions for the challenging environments of internal customers, call centers, retail, and sales.