Building better customer relationships is not just something that would be nice to do - it is something you must do if you expect to be successful in business today. This book contains 101 useful suggestions for maintaining and building relationships with your customers - starting with the next contact you make. The 101 ways in this book are all about people and how they react or respond to others. Most of the ways deal with common courtesies that anyone would appreciate - for example, keep the customer in the communications loop, don't put customers on hold, be accessible to the customer and do what you say you will. All of the ways boil down to good, common sense. Each of the 101 ways comes with a brief exercise designed to help you teach and reinforce the learning points presented. Use this book to develop training programs to deal with difficult situations, solve problems with your customers, create more effective customer service strategies and help reach your sales and marketing goals.