This book was written to help frontline employees improve their customer service skills. Our main character, Ramona, is that one rude employee that gives others a bad name. She knows she won't be fired for having a bad attitude.

Our objective is to convince Ramona that providing good service is in her best interest.
 

Key Points

• Understanding the employees point of view about the job and customer service.
• Identifying the difference between good and poor service and barriers that cause poor service.
• Telephone techniques are addressed when Ramona tries to call a public agency for help. She experience what her customers experience when they call her.  
• Ramona learns a six-step method for handling complaints. When she uses it her customers are less difficult.  
• She also learns some coping techniques for her most difficult customers.  
• Ramona learns about process design, emotional intelligence and how to manage stress.
• Finally, she becomes a supervisor and gets to see what life looks like from the other side of the desk.