HOW TO ACHIEVE AWARD WINNING CUSTOMER SERVICE
A comprehensive manual authored By: Gene Levine, Gene Levine Associates
Management Advisors - Since 1965

TABLE OF CONTENTS
FORWARD
Introduction
Article Reprint “How To Achieve Award Winning Customer Service”
CHAPTER I.  Customers - The Reason We Have Jobs 
CHAPTER II.    Customer Service Defined 
CHAPTER III. Hiring and Training Customer Service Employees 
CHAPTER IV. Key Elements and Guiding Principles
CHAPTER V. Handling Irrational, Difficult and/or Angry Customers
CHAPTER VI. Achieving Excellence in Phone Experiences
CHAPTER VII What To Do When The Customer is Wrong
CHAPTER VIII How To Love The Job You Now Abhor
CHAPTER IX Company Website Customer Service 
CHAPTER X The Pros and Cons of Scripts
CHAPTER XI Monitoring Your Customer Service Department
CHAPTER XII Developing And Using Your Tailored Customer Survey

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