Evenson, a business consultant and writer, provides managers with a guide to improving customer service by communicating with, training, and inspiring frontline employees who are responsible for customer satisfaction. Outlining specific steps and examples of the wrong and right way to manage, she explains how to identify a management style and create an improvement plan; develop leadership qualities; plan and organize a team's strategy according to tangible goals related to customer needs; and build a cohesive team. She also discusses how to train, develop, and manage employees; handle challenges; communicate clearly and effectively with team members, other managers, executives, customers, and others; monitor and maximize performance; and motivate employees with feedback. Annotation ©2011 Book News, Inc., Portland, OR (booknews.com)