When I first started out in Quality and Customer Satisfaction many years ago, I went to a course run by the Achieve Group. At that time, I was introduced to the ideas in a book called Firing on All Cylinders by Jim Clemmer. The book itself sold over 100,000 copies. It was my first formal grounding in customer satisfaction training. The author, Jim Clemmer, has recorded excerpts from the book and they are now available, free, in a monthly podcast. Check out the topics and link to the training.

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