"Our customer service training just wasn't doing the job when it came to getting our representatives to deal with our customers more effectively. We needed something that was brief, hard-hitting and focused on how to deliver great customer service. This workbook was just the tool we needed. We use it for self-study and as one of the primary manuals in our training meetings. It has made a difference in our organization. I recommend this workbook to anyone who needs to beef up their level of customer service."