Finch, Lloyd C. creator text Menlo ParkUS Crisp Pub. 1990 Rev. ed monographic [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. 3/7/00 M2LMGR LRC 08.16.03 F492