Evenson, Renee,  1951- <br/><br/>
Customer service training 101 / 
Renee Evenson. 
 - 2nd ed. 
 - New York :  American Management Association,  c2011. 
 - vii, 230 p ;  24 cm. 
<br/><br/> Includes index. 
<br/><br/>Taking your first steps: the basics -- Tossing the ball back and forth: effective communication -- Jumping in with both feet: relationship building -- Seeing eye to eye: face to face contacts -- Saying it with a smile: telephone contacts -- Looking before you leap: e-customer contacts -- Giving when getting is not expected: self service contacts -- Calming before the storm: difficult customer contacts -- Hitting the ground running: ready, set, go -- Being the best you can be: the total package. 
<br/><br/><label>ISBN: </label>9780814416419 (alk. paper) 0814416411 (alk. paper) 
<br/><br/><label>LCCN: </label>2010-020923 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Customer relations.<br/>Employees--Training of.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .E89 2011 
<br/><br/><label>Dewey Class. No.: </label>658.3/1245