NEW CONTINUOUS IMPROVEMENT SELF-DEVELOPMENT SYSTEM: I have just made this new book available as a 'print on demand' book. You order it online, it's printed and sent to you. Take a look if you are interested:
Take One A Day For Customers...January

It's a tip-a-day work book. Should take your people five minutes a day to fill in. The tips stimulate self-led continuous improvement for organizations that want their frontline people to take the initiative and improve customer service daily.

If you run a call centre or customer service department or have a network of branches containing frontline people I've priced this continuous improvement development system cheaply enough for you to dip into your training budget to buy everyone a copy as their personal daily action development programme - five minutes a day to stimulate regular self-directed collaborative improvements.