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    Customer service training 101 / Renee Evenson.

    By: Evenson, Renee, 1951-Material type: TextTextPublisher: New York : American Management Association, c2011Edition: 2nd edDescription: vii, 230 p ; 24 cmISBN: 9780814416419 (alk. paper); 0814416411 (alk. paper)Subject(s): Customer services -- Training | Customer relations -- Training | Employees -- TrainingDDC classification: 658.3/1245 LOC classification: HF5415.5 | .E89 2011
    Contents:
    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.
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    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.

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