Books by Peggy Carlaw

Helps trainers and managers teach the basics of providing customer service. This title includes activities that provide techniques for maintaining a positive service attitude, speaking and communicating clearly, honing superior telephone skills, and learning the best approaches to dealing with difficult customers.

Gives you simple, fast, and enjoyable ways to train and motivate sales staff - or yourself - for selling success. This book helps the readers learn how to: master up-selling techniques for increased order value; polish communication skills to win sales and customer loyalty; and tailor features and benefits to reach difficult buyers.