GENESEO, Ill. — Rental consultant Dick Detmer recently published a new book called The Guide to Great Customer Service. While the book is written for all types of businesses that deal with the public, Detmer, who founded Detmer Consulting in 1988, has worked in various facets of the rental business for 25 years.

“Good customer service is critical to success in business, but more and more today it's becoming rare,” Detmer said. “Most employees believe they provide good customer service, but in reality, very few are better than mediocre. The purpose of this book is to help employees become better at providing great customer service.”

Among the key issues addressed in the book are:

• Building the order
• Results-oriented salesmanship skills
• Professional telephone techniques
• Professional customer relations principles
• Safe work environment procedures
• Tips for addressing and resolving customer problems, concerns and inquiries.

Detmer also wrote A Practical Guide to Working in an Equipment Rental Business.

Order forms for the new book can be obtained online at www.detmerconsulting.com. Copies can also be obtained from Detmer Consulting Inc., P.O. Box 82, Geneseo, IL 61254 for $12.95, plus $1.50 shipping and handling and an additional sales tax of $.81 for Illinois residents.