| Document Type
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BL
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| Record Number
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586435
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| Doc. No
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b415654
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| Main Entry
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Evenson, Renee,1951-
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| Title & Author
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Customer service training 101 /\ Renee Evenson
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| Edition Statement
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2nd ed
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| Publication Statement
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New York :: American Management Association,, c2011
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| Page. NO
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vii, 230 p ;; 24 cm
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| ISBN
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9780814416419 (alk. paper)
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: 0814416411 (alk. paper)
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| Notes
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Includes index
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| Contents
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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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| Abstract
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Customer Service Training 101 shows you how to equip your entire service team with the critical information and powerful techniques they need to handle both everyday service functions and extraordinary circumstances
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| Subject
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Customer services-- Training
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| Subject
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Customer relations-- Training
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| Subject
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Employees-- Training
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| Dewey Classification
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658.3/1245
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| LC Classification
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HF5415.5.E89 2011
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HF5415.5.E89 2011
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| Parallel Title
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Customer service training : quick and easy techniques that get great results
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