Here is a practical, no-nonsense guide for everyone who has to deal with customers person-to-person. It explains how to maintain reliable customer service, howt odevelop positive working relationships, how to solve problems and initiate and evaluate changes on customers' behalf. Examples and case studies are used throughout. The book also covers the criteria fo NVQ Levels 2 and 3 in Customer Service, ofering guidance on NVQ requirements and ways to collect and record evidence. It is based on Sheila Payne's long experience of working with customers a well as ten years' teaching, assessing and counselling young people in administration and retail. Over the past three years she has assisted many candidates to achieve the NVQ Level 3 Award in Customer Service.