TY  - BOOK
AU  - Evenson,Renee
TI  - Customer service training 101
SN  - 9780814416419 (pbk.)
AV  - HF5415.5 .E89 2011
U1  - 658.31245 22
PY  - 2011///
CY  - New York
PB  - American Management Association
KW  - Customer services
KW  - Customer relations
KW  - Employees
KW  - Training of
N1  - 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
ER  -