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.