YES, it can! Ms. Friedman's book not only provided real-life examples of customer service gone wrong, but solutions for solving those problems. I found it difficult to put the book down for its entertainment factor, often reading into the night as I might a recreational book. I hurt for those customers who were so horrendously wronged, but found satisfaction in knowing I could learn to prevent that from happening to one of my customers. As a manager of volunteers for a health care facility, I found many solutions that I could apply to my customer service training for my volunteer staff who frequently have front-line contact with the public and patients.

I recently purchased your book "Customer Service Nightmares" because I saw you on TV, & thought as a customer service rep that it would be something I could relate to. How right I was. I can honestly say that our company will solve a lot of problems with the advice from this book. Thank you.

This book should be on every managers desk. ! Full of common sense advise on HOW TO DO IT RIGHT.

Nancy Whitelaw's A BEAUTIFUL PEARL is a masterfully written, sensitvive story of a young girl visiting her grandmother who is in the early stages of Alzheimer's disease. Imagine the poor grandaughter's apprehension at seeing this confused old woman who can't even remember where she put the girl's birthday present. Eventually the grandmother regains enough lucidity to remember her grandaughter's present: a beautiful pearl. Yet as the old woman gives the gift to her grandaughter the reader is left wondering if it's not really the grandmother rather than the gift who is the more beautiful pearl. With so many children experiencing just such situations in their lives today this book is a must.

I have not been this pleased with a book purchase in a long time! I read a piece in The New York Times that sparked my interest and purchased Field Guide to Stains. And let me say, that the stain removal techinques I've tried really work! What's more it's an interesting read and the close-up photos of the stains are not only hilarious, but very useful for identification. This book will get a lot of use around my house.

Talent in Context is a collection of research articles that review studies in giftedness from a historical, scientific and culture perspectives. By becoming familiar with the history of gifted ed, educators can have a better understanding of the present dilemma in gifted and talented programs in the public schools. Districts are under tremendous pressure to identify the giftedness (ie talent) in all children and to provide programs for these talents. This collection of articles places in perspective this concept of talent development. These articles also help in conceptualizing what giftedness and talented means in a number of contexts. Being informed about this body of research is essential for public educators promoting and implementing gifted ed programs.

The book is a very quick read. If your looking to just pass the time away I would definetly read this book. If your interested in learning something and taking it to the workplace I would choose another book. When I read a book I like to transfer the learning from the book to the workplace and with this book when I was finished I was unable to transfer my learning. Most of the skills I read about were common sense. I was hoping for something a little more "meaty".

I just happened to work for a company one day and noticed this book while sitting at the reception desk. I browsed through the first few pages and before I realized, I was more than 1/2 way through it. 'Telephone Skills...' describes typical senarios that could occur and unfortunately do from time to time. It's filled with realistic situations and gives positive, and at times, humorous solutions. I think 'Telephone Skills...' is necessary in any environment- professional/social/and casual. I will recommend my 3 nieces (14,13 & 7 -ages) read this. Ask any parent with children- the phone rings, they run to answer it. I think this book is so informally written that even a child can read and understand it's meaning of being "good natured" polite even when it's someelse fault. On the other hand, it's packed with common sense techniques that make you wonder, why businesses are requesting seminars. Go figure! Now go on- buy it!

I found this book to be a great refresher tool for the "expert" in any company as well as a great teaching tool for the entry level business person. Easy reading and comprehension. Fifty minutes packed with power!