Bednarz, Timothy F.
Handling angry & hostile customers / Timothy F. Bednarz. - Stevens Point, WI : Majorium Business Press, c2011. - 34 p. ; 24 cm. - Pinpoint customer service skill development training series. .
Handling Angry & Hostile Customers is a training guide that features eight training lessons, each presenting a unique concept, questions to facilitate comprehension and action plans to transfer learning to the working environment.
9781882181261 (pbk.)
Customer services.
Interpersonal communication.
Conflict management.
Anger.
Hostility (Psychology)
HF5415.5 / .B43 2011
Handling angry & hostile customers / Timothy F. Bednarz. - Stevens Point, WI : Majorium Business Press, c2011. - 34 p. ; 24 cm. - Pinpoint customer service skill development training series. .
Handling Angry & Hostile Customers is a training guide that features eight training lessons, each presenting a unique concept, questions to facilitate comprehension and action plans to transfer learning to the working environment.
9781882181261 (pbk.)
Customer services.
Interpersonal communication.
Conflict management.
Anger.
Hostility (Psychology)
HF5415.5 / .B43 2011