Detmer Consulting, Inc.

This book is the leading training manual used by rental stores.  Now in it's seventh printing, it uses stories and examples to emphasize proven ways for employees to help make the rental business more profitable.  It also emphasizes the point that the rental business is a great career choice.  Regardless of the type of inventory rented or the employee's position in the company, there is something for everyone in this book.  A number of rental businesses purchase one copy of the book for each and every employee in their business.  Some rental business operators and supervisors have related that they believe they receive a complete return on their investment in their books each and every day they are open.

Customer service is a critical element in any business. But more and more today, good customer service is hard to find. Most people believe themselves to be good at customer service, but in reality, very few are better than mediocre. The purpose of this book is to help employees learn the art of giving unparalleled customer service, and to maximize repeat business and boost business profitability.

The book addresses such key issues as:

• Professional Customer Relations Principles and Techniques
• Building the Order
• Results-Oriented Salesmanship Skills
• Professional Telephone Techniques
• Safe Work Environment Procedures
• Tips for Addressing and Resolving Customer Problems, Concerns and Inquiries