The Service That Lasts Series

The Ultimate Roadmap to Building a
High-Performing Customer Service Department

Customer service isn’t just a department—it’s the heartbeat of your business. It determines whether clients become loyal advocates or lost opportunities, whether your team thrives or struggles, and whether your business grows or plateaus.

The Service That Lasts series is an all-in-one solution for building a world-class customer service department. Drawing from 20+ years of experience in business development and service strategy, Jennifer Henry delivers a practical, results-driven blueprint for success.

Book 1: The People Side of Business

Published Works

Developing a Successful Customer Service Department

The foundation of great service starts here. This book outlines:

✔ The key components of an effective service mindset
✔ How to hire, train, and develop a strong service team
Mapping the customer journey to optimize every touchpoint
Creating accountability plans to ensure consistency
✔ Techniques for handling conflicts, complaints, and feedback loops

With real-world examples and proven strategies, this book equips businesses to build a service department that fosters trust, retention, and long-term success.

Book 2: Customer Service Department Plan

Published Works

The Customer Service Operations Handbook

This step-by-step guide turns strategy into action, covering:

Best practices for client interactions and service workflows
Tools and templates for internal communication and accountability
✔ Aligning service with sales, marketing, and operations
Key performance metrics (KPIs) to track success

It ensures that every process, every policy, and every role is aligned, so service isn’t just a function—it’s a strategic asset.

Book 3: Core Skills Training Program

Published Works

Customer Service Training & Team Development

Your service team is the backbone of your business. This training manual provides:

Role-specific guidance for CSRs, managers, and leadership
Team-building exercises and skill development modules
Scripts, templates, and checklists for handling client concerns
✔ Strategies to create a culture of accountability and service excellence

With this book, your team won’t just follow processes—they’ll embody a service-first mindset that transforms your business.

Why This Series is a Game-Changer

Whether you’re building a service department from scratch or optimizing an existing one, Service That Lasts gives you everything needed to create a sustainable, customer-driven business.

Happier, more loyal clients who refer and return
A confident, well-trained team that works together efficiently
Improved communication and fewer service breakdowns
Steady cash flow and business growth as projects run smoothly
A culture built on accountability, trust, and service excellence

If you’re ready to retain more clients, reduce service challenges, and build a team that delivers lasting success, the Service That Lasts series is your complete roadmap.

Your clients deserve it. Your team needs it. Your business will thrive because of it.