Apart from being one of the only books designed to help government employees deal with even the toughest customers, what sets this book apart is the exercises we have included that are based on our live seminars.
Most books are passive, and that limits learning. We recognize that the more one engages one's brain by thinking about what is to be learned, the better the retention, and the better the learning can be applied to real life.
So, in our book, each chapter contains various learning activities. Once the exercises are completed, the learner can move to the back of the book, where he/she will find some examples of corrent answers to the exercises, to which he or she can compare responses.
Want to see what the exercises look like? Below is an excerpt that will give you a good idea of why this book is THE bible for customer service in government (or so said one government reviewer). If you have trouble reading the text, use the magnify tool ( the + sign) at the bottom of the frame.
Sample Exercises From Defusing Hostile Customers Workbook For The Public Sector