Customer service training 101 / Renee Evenson.
Material type: TextPublication details: New York : American Management Association, c2011.Edition: 2nd edDescription: vii, 230 p ; 24 cmISBN:- 9780814416419 (alk. paper)
- 0814416411 (alk. paper)
- 658.3/1245 22
- HF5415.5 .E89 2011
Includes index.
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.
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