TY  - BOOK
AU  - Bednarz,Timothy F.
TI  - Handling angry & hostile customers
T2  - Pinpoint customer service skill development training series
SN  - 9781882181261 (pbk.)
AV  - HF5415.5 .B43 2011
PY  - 2011///
CY  - Stevens Point, WI
PB  - Majorium Business Press
KW  - Customer services
KW  - Interpersonal communication
KW  - Conflict management
KW  - Anger
KW  - Hostility (Psychology)
N2  - 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
ER  -