In-Service SourceBooks & Workbooks

Customer Service from A to Z: Making the Connection

Contributor: Julia Balzer Riley, RN, MN

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Need a little attitude boost? This one is for everyone - from doctors to aides, and even the office staff! Find out how your customer service skills rate and learn some exciting and fun ways to brighten the workplace, communicate with your customers and co-workers, and improve morale! Choose from lesson plans for 26 learning objectives covering:

  • Appearance, behavior, and conversation
  • Internal and external customers
  • Active listening and seeking to understand the customer
  • Dealing with families in pain
  • Goals, humor, rewards, and recognition
  • Confidentiality issues, including case scenarios
  • Fighting those stress dragons
  • Teamwork and bringing joy to the workplace

Pages: 160
Learning Activities/Games: 61
Reproducible Handouts: 70
Transparency Masters: 18

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All purchases are guaranteed for 30 days. If this or any title does not meet your needs, your only cost is returning it to us for a no-questions refund. We do not provide free samples of this title.


In-Service Sourcebooks include a site license to photocopy included handouts, assessments, and certificates for a single location.

US $ Retail
single copy
5% off
2 copies
10% off
3-4 copies
15% off
5+ copies
In-Service SourceBooks 34.95 33.20 31.46 29.71

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