Finally, for the first time ever, a complete customer service manual for our profession!

Consistent superior service can increase your retention rate and keep participants coming back to your program. Integrate your marketing and customer service functions to attract and keep more participants.

This pioneering effort is the first and only customer service manual for professionals conducting class programs. It is the result of two years of research and examples from dozens of programs around the country.

• Train your staff on:
• Customer keeping strategies
• How to defuse complaints
• Anticipating customers' expectations
• Using testimonials to build a positive image, and much more . . .

Packed with samples, illustrations, forms and other guides from successful programs.