• Projecting a positive attitude and making a great first impression
• Communicating effectively, both verbally and nonverbally
• Developing trust, establishing rapport, and making customers feel valued
• Confidently handling difficult customers and situations

New features include “How Do I Measure Up?” self-assessments, and “Doing It Right” examples from the author’s extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is aug mented with instructive sidebars, a summary of key points, practice exercises, and so much more.

.. .must-have resource for any manager. Evenson has compiled an easy-to-read guide that can be implemented for any situation and any employee. --Niche magazine
.. . rule book providing winning game plans for exceptional customer service...it will raise the bar of excellence you want to be known for. --Training Media Review
-...must-have resource for any manager. Evenson has compiled an easy-to-read guide that can be implemented for any situation and any employee.- --Niche magazine
-... rule book providing winning game plans for exceptional customer service...it will raise the bar of excellence you want to be known for.- --Training Media Review

ANDREW J. SHERMAN is a partner in the Washington, D.C., office of Jones Day and an internationally recognized authority on the legal and strategic issues of emerging and established companies. He has been interviewed by The Wall Street Journal, USA Today, Forbes, Time, and other publications, and is the author of Raising Capital (978-0-8144-0856-8).