Service Management Excellence is an e-book written for service managers, not just about how to be a manager and supervisor, but also about being an effective leader, by providing insight, information, and tools to help develop those skills. The six segments on the computer CD are: “Taking Or Starting Over,” “Knowing The People On Your Team,” “A Culture Of Customer Service,” “Hiring, Training and Coaching,” “In-House Training Programs,” and “Flat-Rate Pricing & Mission Statements.” There is also an appendix segment containing personality and evaluation tests that will help service managers in understanding how to communicate effectively with technicians and others they supervise.

Technical Training Associates, HC 70 Box 3172, Sahuarita, AZ 85620; 520-625-6847;

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