000			01578cam a2200349 a 4500
001			16240316
003			APU
005			20150407165336.0
008			100518s2011 nyu 001 0 eng
010			_a 2010020923
015			_aGBB089714 _2bnb
016	7		_a015611451 _2Uk
020			_a9780814416419 (pbk.)
020			_a0814416411 (pbk.)
035			_a(OCoLC)ocn624052360
040			_aDLC _cDLC _dSUE _beng
050	0	0	_aHF5415.5 _b.E89 2011
082	0	0	_a658.31245 _222 _bEVE 2011
100	1		_aEvenson, Renee, _d1951- _930755
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. _93984
650		0	_aCustomer relations. _91096
650		0	_aEmployees _xTraining of. _95839
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2lcc _cBook _02
999			_c33746 _d33746