Telephone skills from A to Z (Record no. 43262)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 00825nam a2200145Ia 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20260716043238.0 |
| 080 ## - UNIVERSAL DECIMAL CLASSIFICATION NUMBER | |
| Universal Decimal Classification number | LRC 08.16.03 F9115 |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Friedman, Nancy J. |
| 245 ## - TITLE STATEMENT | |
| Title | Telephone skills from A to Z |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Name of publisher, distributor, etc. | Crisp Pub. |
| Place of publication, distribution, etc. | Menlo ParkUS |
| Date of publication, distribution, etc. | 1995 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | x, 106 p. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Presents basic telephone courtesies, for example, being friendly before you know who it is; saying: please..., thank you..., you're welcome. Shows how to handle telephone conversation problems e.g. the slow/fast speaker, irate callers, foreign accents. Identifies behaviours to avoid in telephoning e.g. chewing gum, rushing callers. Lists 5 forbidden expressions - I don't know; just a second; no (at the beginning of a sentence); we can't do that; and, you'll have to... |
| 583 ## - ACTION NOTE | |
| Time/date of action | 3/7/00 |
| Action agent | M2LMGR |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Monograph |
| Call number suffix | F9115 |
| Call number prefix | LRC |
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