The Power of Service: Keeping Customers for Life is a comprehensive approach to customer service that ulitmately holds each individual responsible for his or her behavior. It addresses the complex issues that affect people's willingness to perform well and their dedication to their work. It shows how people are affected by their leaders, the power they are given to perform, how they are rewarded and recognized, and the systems, procedures and policies within which they work. This book addresses those issues and offers solutions and suggestions as to how organizations can create environments in which people thrive and inspire people to provide world-class service.

About the Author

Petra Marquart is the principle in the speaking and presentation firm, Petra Marquart and Associates. She has a Bachelor of Arts degree in Communication and works as a coordinator for Customized Training Services, a division of Hennepin Technical College in Minneapolis, MN.

In her work with the college, she wrote customer service training programs for Mall of America, US Bancor, Target Center Arena, Fairview/University Health System, and Casinos America.

She has served as an educational partner with Honeywell's adult continuing education board, Northern States Power, Unisys, the American Institute of Banking, and the Minnesota Multi Housing Association.

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