00659nam a2200121Ia 4500080002200000100002000022245004200042250001200084260003500096300001900131520036800150583001900518  aLRC 08.16.03 F492  aFinch, Lloyd C.  aTelephone courtesy & customer service  aRev. ed  bCrisp Pub.aMenlo ParkUSc1990  a[2], ii, 68 p.  aReviews 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.  c3/7/00kM2LMGR