Participants in this nuts-n-bolts workshop will examine their customer service practices, question the traditional "cost-accounting" perception of customer service, and explore forgotten service basics that still win customers to some of the world's most successful companies. Those attending will:

• discover why they probably aren't providing the level of service they think they are,
• learn why customers are unhappy with many organizations today,
• find out where service failures occur and why service levels drop, and
• learn the tools and practices they can use to "patch" any existing customer service "holes."