The characters in the book each represent seven customer service scenarios in the areas of transportation, grocery, medical, restaurant, retail, banking and education. These characters conduct a customer service brainstorming session, and then decide to seek out customer service from different businesses. At the end of the week, the characters reunite to discuss their experiences. Burton chose this layout to help bridge the customer service gap between Matures, Baby Boomers, Generation X, and Generation Y (Millennials). Burton says her intentions for this book were to target training and development departments, and also colleges and universities where she feels better customer service skills should be taught. "Instead of using bullet points, I allowed a character to tell it," she says.

By combining education with entertainment, Sharon L. Burton has successfully created a customer service guide that effectively explains the basics of maintaining quality customer service. "What an excellent and timely topic!" says one reader. "Quality service seems to be a lost art at times. However, it can be the very factor that sets a business or organization from being good to being the best. This is required reading for all leaders."

For more information about Quality Customer Service: Rekindling the Art of Service to Customers, or to schedule an interview, contact Sharon L. Burton by phone at (302) 661-1852