Evenson, Renee, 1951-
Customer service training 101 / Renee Evenson. - 2nd ed. - New York : American Management Association, c2011. - vii, 230 p ; 24 cm.
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.
9780814416419 (alk. paper) 0814416411 (alk. paper)
2010020923
Customer services--Training.
Customer relations--Training.
Employees--Training.
HF5415.5 / .E89 2011
658.3/1245
Customer service training 101 / Renee Evenson. - 2nd ed. - New York : American Management Association, c2011. - vii, 230 p ; 24 cm.
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.
9780814416419 (alk. paper) 0814416411 (alk. paper)
2010020923
Customer services--Training.
Customer relations--Training.
Employees--Training.
HF5415.5 / .E89 2011
658.3/1245