Telephone courtesy & customer service
Finch, Lloyd C.
Telephone courtesy & customer service - Rev. ed - Menlo ParkUS Crisp Pub. 1990 - [2], ii, 68 p.
Reviews the basics for providing quality customer service. Examines 18 telephone techniques including: addressing the caller; answering the telephone; managing different caller behaviours e.g. talkativeness, and anger. Explains customer wants and needs, and emphasizes the importance of positive attitude. Provides guidelines for managing customer perceptions.
LRC 08.16.03 F492
Telephone courtesy & customer service - Rev. ed - Menlo ParkUS Crisp Pub. 1990 - [2], ii, 68 p.
Reviews the basics for providing quality customer service. Examines 18 telephone techniques including: addressing the caller; answering the telephone; managing different caller behaviours e.g. talkativeness, and anger. Explains customer wants and needs, and emphasizes the importance of positive attitude. Provides guidelines for managing customer perceptions.
LRC 08.16.03 F492