The Official ASTD Blog
Learning Industry News and Opinion

Maxine Kamin Author Chat May 18 at ASTD International Conference!

May 12, 2010 15:33 by Victoria Devaux

ASTD is so excited to present Maxine Kamin! Maxine will be giving a phenomenal author chat in the ASTD bookstore on Tuesday, May 18th from 12:00-12:45 pm. Hear her explain how Customer Service Is Everyone's Business. Maxine will also be signing her fantastic book, 10 Steps to Successful Customer Service. Get your copy there!


Stay updated on more ICE news and events on the ICE Twitter page.


For more information on killer customer service, consider attending the session Strategies for Change in Training and Professional Development in a Federal Agency: Revisiting Customer Service at the ASTD 2010 International Conference and Exposition.  

Tags: , , ,

Categories: Books

Categories: Books
Actions: E-mail | Permalink | Comments (0) | Comment RSSRSS comment feed

9 Positive Customer Service Actions

January 26, 2010 10:05 by Victoria Devaux

ASTD author Maxine Kamin, director of professional development at Childnet and founder and president of TOUCH Consulting, shares with us some valuable customer service tips:

"If you’re in a service field, did you ever ponder, 'What was I thinking when I took this job?' That’s when your good will is taxed and your nerves are shot. Your smile is beginning to wane, and the demanding and sometimes demeaning behavior of customers is getting you down. Ironically, that’s when you really do need to answer the question, 'What was I thinking?' 

Most people who enter a service field want to help others in some way. Whether you are an executive, a manager, or a front-line staff member, the foundation of all customer service is caring, letting others know that you really do want to solve their problems, and that you want them to be satisfied, with you, your company, and your expertise. Your enthusiasm is paramount to your success.

Consider these positive actions:

  • Take time to remember or redefine your mission
  • Define what your customers consider to be good service
  • Consider different personality types and how you respond to what you consider to be difficult customers or employees
  • Develop a consistent method for solving problems
  • Consider learning styles since you do teach with every interaction
  • Express your innovation and “hidden talents”
  • Take care of yourself. Make a list of things you want to do and do them.
  • For managers and executives, learn how to establish a customer service culture.
  • Use creative exercises in your team meetings to unleash the creativity of your staff."
For more tips on customer service, see Ms. Kamin’s new book, 10 Steps to Successful Customer Service. This easy 10 step book is for executives, managers, and front-line staff. Learn how to establish a positive customer service environment, review research and read stories about situations gone bad that could have been turned into magic moments.

Tags: , , , , ,

Categories: Books

Categories: Books
Actions: E-mail | Permalink | Comments (0) | Comment RSSRSS comment feed

New Book Release: 10 Steps to Successful Customer Service

January 21, 2010 11:03 by Kristen Fyfe
Providing great customer service is critical for the success of any business. So why do some companies think that "customer service" = pushing buttons and listening to recorded messages? Those companies need to get a copy of the latest book from ASTD Press: 10 Steps to Successful Customer Service. It provides a quick and effective check up to ensure that customer service professionals at all levels focus on key practices that keep and create satisfied customers.

This book examines the challenge of creating spectacular customer service, and provides a complete outline for developing customer-oriented practices within an organization. Written for customer service professionals from frontline providers to executives, these Ten Steps can help jump-start a successful customer service program. 

In 10 Steps to Successful Customer Service author Maxine Kamin provides a thorough background in the philosophy of customer service and includes tools like worksheets, checklists, tips, and exercises. Kamin, an expert in customer service, has consulted with Fortune 500 companies, universities, governments, and other organizations. She facilitates customer service training programs nationwide.

To find out more about 10 Steps to Successful Customer Service, visit

Tags: , , ,

Categories: ASTD in the News | Books