Introduction by the Author

 

This little Study Guide can make a big difference in your life. Used in conjunction with The Customer Service Companion, it will help you enhance your existing skills and learn new ones.

 

The 75 Lessons in this Study Guide will help you and your coworkers take an active role in your service skill development. Who knows, you may even find yourself teaching your customers or supervisor a thing or two about service, just by your example!

 

I created The Customer Service Companion and this Study Guide because in twenty years of presenting programs on service, communication, and teamwork, I’ve discovered that most of us know far more than we realize about many things, and when we ask good questions (like the ones in this book), we find the answers we need.

 

You will notice that many of the questions in the Study Guide ask about your experiences as a customer. You’ve already learned many lessons there, but maybe you’ve never had the chance to talk about them before, or make the connections to your work.

 

You’ll discover how much you know about service as soon as you start working with this Study Guide. You and your coworkers will capitalize on what you know about human nature, service, getting along with each other, and enhancing your attitude toward your work. You now have your own convenient, ongoing service program, complete with Action Steps, that can last for weeks, months, even years. And maybe one of the biggest rewards will be the discovery that all of your service skills apply to your personal life, too. Whether you know it or not, you’re an expert on service, and here’s your chance to prove it!