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

"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 conversation via steady eye contact.

Limit interruptions. (E-mail [e-mail])