When it comes to customer service, "good" just isn't good enough. If your company is going to thrive, you need to deliver services that's truly outstanding. Packed to the brim with quick tips and strategies for improving -- and then maintaining -- the quality of the experience you provide, Award-Winning Customer Service gives you smart, practical solutions you can implement immediately on topics such as:

• planning and goal setting
• effective communication
• leadership
• preparing for change
• continual learning
• coaching and development
• effective feedback
• motivational and problem-solving meetings
• conflict resolution
• follow-up and staying on top of the game
• and much more

Featuring 101 effective tips and unique "When This Happens... Try This" sections, this is the ready-reference you'll reach for whenever you need guidance or just want a refresher on the best ways to make your customers feel truly valued.

Renée Evenson has worked in the customer service management field for 30 years, including 15 years as a customer service manager at BellSouth Telecommunications, where her duties included staff training and development. She has a degree in organizational psychology and is a business consultant specializing in customer, employee, and management relations. Renée is the author of Customer Service Training 101. She lives in St. Simons Island, Georgia.