Finch, Lloyd C. <br/><br/>
Telephone courtesy & customer service 

 - Rev. ed 
 - Menlo ParkUS  Crisp Pub.  1990 
 - [2], ii, 68 p. 
<br/><br/> 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. 
<br/><br/><label>Universal Decimal Class. No.: </label>LRC 08.16.03 F492