Quick Skills

The Quick Skills Series of print and online resources meets the single-topic training needs of school courses and professional development for adults.

Each title in the Quick Skills Series can be used as an individual learning tool, in which learners work or their own, or for directed learning by an instructor. You can expand your students’ career skills by combining several Quick Skills titles into a customized learning plan designed specifically for your group. The short, 100-page print and ebooks can be used effectively as a basic text for limited time frames or as a supplement 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.