To be used with workbook titled "Person-to-person skills : excellence in customer service workbook", which is shelved under call no. HF 5415.5 G62 1991 Workbook.

Describes & defines the problem - what customer service is & what it isn't; skills necessary to achieve it; rationale for improving service; categories of customer service - the decision-making service, problem-solving service, & time-of-purchase service.

DVD