10 Steps to Successful Customer Service

The 10 Steps series is designed specifically for today's fast-paced, need-it-yesterday business environment and for the thousands of workers who find themselves faced with new assignments, responsibilities, and requirements and too little time to learn what they must know. 10 Steps to Successful Customer Service examines the challenge of creating spectacular customer service, and provides a complete outline for developing customer-oriented practices within your organization You'll find a thorough background in the philosophy of customer service, plus tools for putting customer service practices into action, including worksheets, checklists, tips, and exercises. Book jacket.

Maxine Kamin is the founder and president of TOUCH Consulting headquartered in Plantation, Florida. She has been avidly involved in leadership and customer service research and training for more than 25 years, and is the author of many publications, including Uncommon Courtesy, a training program that is enhancing customer service in 36 states. Kamin consults with corporations, state and local governments, and nonprofit agencies to help individuals and teams reach their goals and attain success in the global marketplace. She formerly served as a faculty member at the University of Massachusetts, as acting dean at Miami-Dade Community College, and as manager of instruction and evaluation at American Express. She has trained thousands of associates, from corporate executives to frontline staff, and has received numerous awards and commendations for her personable and enthusiastic approach to training and consulting. Kamin's company operates on the premise that the personal touch in business—respecting and appreciating associates and customers—is the key to success. Her programs are designed to give practical application to these principles.

Maxine is the author of 10 Steps to Successful Customer Service (ASTD, 2010) and Customer Service Training (ASTD, 2002).