Customer Focus, a 96-page book with charts and graphs, provides a clear road map for developing the focus on customers.  Market research, performance measures, and quality systems tools are introduced throughout to aid in developing a cohesive plan and strategy. This book is outstanding reading and provides business advice for companies that want to reach the highest level of quality service and customer satisfaction!
(By Roger Langevin, ISBN 1-56052-485-5)

Quality Customer Service, an 89-page hands-on guide with charts, graphs, and drawings, provides fast turn around training in customer service.  It hits all the buttons that generate repeat business by teaching employees how to present a positive attitude, how to read customer needs, and how to fulfill those needs.  Designed to be read with a pencil, the lively format includes exercises, quizzes, and case studies to reinforce the skills that will make every employee aware of the importance of excellent customer service.
This is required reading for managers, supervisors, and front line workers.
(Revised edition by William B. Martin, ISBN 1-56052-203-8)

Process Improvement, a 106-page book is aimed at the reader who wants to understand and apply reengineering and process improvement techniques.  It provides ideas that will help you create products and services that are vastly superior to your competition.  It describes the steps for identifying problem areas in product and service performance, using process flows, considering possible solutions, and determining the right solution.
(By Eileen Flanigan and Jon Scott, ISBN 1-56052-322-0)

This module is shipped in a convenient clamshell binder for handy storage on your library shelf.