"Pocket Coaches" from Customer Service Matters, Grayslake, Ill., are pocket booklets that provide training for bank employees.

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"Pocket Coaches" from Customer Service Matters, Grayslake, Ill., are pocket booklets that provide training for bank employees.

Each booklet focuses on a single business topic, such as customer service. Each contains immediately applicable tips, i.e.,

Pay attention to the customer at hand. Stay focused on that...