TY  - BOOK
AU  - Finch, Lloyd C.
TI  - Telephone courtesy & customer service
PY  - 1990///
CY  - Menlo ParkUS
PB  - Crisp Pub.
N2  - 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
ER  -