Debra Stevens is a trainer, coach, mentor key note speaker and founder of Sold Out Trainers (www.soldout-trainers.com). She has 25 years of experience in delivering high impact experiential training solutions to many top companies throughout the UK, Europe,Asia and the USA, including Debenhams, Stena Ferries and Royal Caribbean Cruises. Debra brings her extensive knowledge of customer service training to give readers a practical common sense approach to improving their results.

• About the authorAcknowledgementsIntroduction1.     Customers have changed 2.     The cornerstones of brilliant service3.     Make 'virtual' service brilliant customer service4.     Use the 'emotional scale' to create loyalty and trust5.     Read between the lines – silence is never golden!6.     How to handle any complaint7.     How to say no and still keep the customer8.     How to offer more9.     Seven ways to wow your customersConclusionIndex

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