With this 124-page workbook, government employees learn the skills they need to deal effectively with challenging situations on the phone and face-to-face. In as little as 20 minutes each day for one week, your employees will enhance their service skills by learning:

• Strategic techniques to cool down angry customers
• 4 things every customer wants
• Successful methods to juggle several customers at once – and satisfy all
• 3 questions customer often ask after a mistake — and how to respond
• Tips for problem prevention
• And more!

How to Serve Tough Customers: Government Edition provides case studies, skill-assessment quizzes, tips and customized action plans that your employees can easily relate to their own situations in working for the government.

Call for discounted bulk pricing.