TY  - BOOK
AU  - Evenson,Renee
TI  - Customer service management training 101: quick and easy techniques that get great results 
SN  - 9780814417157 (pbk.)
AV  - HF5415.5 .E894 2012
U1  - 658.3'1245 
PY  - 2012///
CY  - New York
PB  - AMACOM
KW  - Customer services - management
KW  - Executives
KW  - Time management
KW  - Leadership
KW  - Communication in management
N1  - Includes index
N2  - This training manual offers readers an easy-to-implement approach for equipping their people with the skills they need to excel in this important role. This book addresses important customer service areas including: making a good first impression projecting a positive attitude developing trust, establishing rapport, and making customers feel valued confidently handling 'difficult' customers and situations interacting effectively face-to-face, and via telephone and e-mail
ER  -