000			01385cam a2200301 a 4500
001			vtls000098765
003			VRT
005			20250102222936.0
008			130925s2011 nyu | 001 0 eng
010			_a2010-020923
020			_a9780814416419 (alk. paper)
020			_a0814416411 (alk. paper)
035			_a16240316
039		9	_a201402040238 _bVLOAD _y201309251236 _zmalmash
050	0	0	_aHF5415.5 _b.E89 2011
082	0	0	_a658.3/1245 _222
100	1		_aEvenson, Renee, _d1951- _913162
245	1	0	_aCustomer service training 101 / _cRenee Evenson.
250			_a2nd ed.
260			_aNew York : _bAmerican Management Association, _cc2011.
300			_avii, 230 p ; _c24 cm.
500			_aIncludes index.
505	0		_aTaking 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.
650		0	_aCustomer services. _91415
650		0	_aCustomer relations. _913163
650		0	_aEmployees _xTraining of. _910495
942			_2lcc _n0 _cBK
999			_c4966 _d4966