Potpourri

This is like the P.S. in a letter. It includes things we wanted to share with you in other chapters but, for one reason or another, didn’t fit or that we forgot. These are miscellaneous items that will help make your customer service training smoother and make the difference.

For instance, nowhere in the book could I find a spot to tell you about some of the various organizations that specialize in customer service. You’re able to join these organizations and reap many benefits from them.

ICSA

International Customer Service Association. Sounds perfect, huh? Well, it is a good organization. You can find all sorts of information by calling (312) 321-6800 or writing to ICSA, 401 North Michigan Avenue, Chicago, IL 60611. Visit their Web ...

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