BOOK: The Customer Service Intervention

 
Are you struggling every day to turn frontline people into great service teams? Do you feel a sense of urgency about improving customer service? It’s time for an intervention. THE CUSTOMER SERVICE INTERVENTION offers a practical, step-by-step program that will teach you how to quickly assess the effectiveness of your staff…launch an intervention to keep your staff service savvy…and seize opportunities every day to improve the quality of every customer interaction. The book is organized into two sections –the Big Picture, an overview of everything you need to know about developing customer service experts, and the Customer Service Intervention Program, a training guide filled with scripts, exercises, tools, and implementation ideas that will keep your team buzzing about customer service for months to come.

176 pp / Paperback / HRD Press, 2004 / $14.95

PURCHASE THE BOOK

Place an online order for the book with the publisher, HRD Press, at their web site.

CONTACT US ABOUT DISCOUNTS

For orders of ten (10) books or more, please contact Jeff Coombs directly about potential discounts of 30 to 50%.
P: 203-772-2002 X104
E: jeffc AT rainmakerthinking DOT com

ALL OF BRUCE’S BOOKS

	It’s Okay To Be the Boss (HarperCollins, 2007)		It’s Okay To Manage Your Boss (Jossey-Bass, 2010)		Not Everyone Gets a Trophy: How to Manage Generation Y (Jossey-Bass, 2009)
	Winning the Talent Wars (W.W. Norton, 2001)		Managing Generation X: How to Bring Out the Best in Young Talent (W.W. Norton, 2000; originally published by Merritt, 1995)		Managing the Generation Mix (HRD Press, 2nd Edition, 2006)
	Managing Generation Y (HRD Press, 2001)		The Manager’s Pocket Guide to Generation X (HRD Press, 1997)		Performance Under Pressure: Managing Stress in the Workplace (HRD Press, 2003)
	HOT Management (HRD Press, 2004)		FAST Feedback (HRD Press, 2nd Edition, 1999)		The Customer Service Intervention (HRD Press, 2004)
	JUSTinTIME Leadership (HRD Press, 2000)		Recruiting the Workforce of the Future (HRD Press, 2nd Edition, 2000)		Career Skills for the New Economy (HRD Press, 2000)
	Managing Anger in the Workplace (HRD Press, 2002)		Strategic Employee Polls (HRD Press, 1998)