Quick Skills

Each title in the Quick Skills Series can be used as an individual learning tool in which learners work on their own, or in a directed learning setting with an instructor. You can expand your students’ career skills by combining several Quick Skills titles into a customized learning plan designed specifically for your classes. The short, 100-page Interactive E-Textbooks are effective as basic texts or as supplements to other materials.

Customer Service

“Put the customer first” is basic advice of successful companies for keeping current customers and enticing new ones. Giving customers what they want, increasing customer loyalty, and eliminating customer dissatisfaction is the focus of this Quick Skills book.

Whatever the field—whether working in retail stores, service firms, government agencies or non-profit organizations—customer service employees should be able to “read” a customer’s wants and needs and respond appropriately. The challenge is to provide high-quality, timely service for all customers.

Each workshop/chapter of Customer Service includes an opening story, specific guidelines for providing excellent customer service, several critical thinking and problem solving activities, a wrap-up of key points and related websites. A Facilitator/Instructor Guide accompanies Customer Service and each of the other Quick Skills books.