101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Appendix . About the Author

Lorraine L. Ukens, owner of Team-ing With Success (www.team-ing.com), is a performance improvement consultant who specializes in team building and experiential learning. Her business experience has been applied in designing, facilitating, and evaluating programs in a variety of areas. She has teamed with private companies, nonprofit organizations, and government agencies to help achieve higher levels of success.

Lorraine is the author of several training activity resources that make learning interactive and fun. These include activity books (Getting Together, Working Together, All Together Now, Energize Your Audience, The New Encyclopedia of Group Activities, SkillBuilders: 50 Customer Service Activities, and Pump Them Up), consensus simulations (Adventure in the Amazon, Stranded in the Himalayas, Arctic Expedition, Trouble on the Inca Trail, and Lost in the Cradle of Gold), and a training game (Common Currency: The Cooperative-Competition Game). She was the editor of What Smart Trainers Know: The Secrets of Success from the World’s Foremost Experts, for which she wrote a chapter on team training. She also has contributed chapters to a variety of edited books ranging from team building to orientation.

Lorraine earned her B.S. degree in psychology and M.S. degree in human resource development from Towson University, near Baltimore, Maryland. She served as an adjunct faculty member in the graduate division at Towson from 1997 until 2005, when she moved to ...