| 000 | 00717nam a2200145Ia 4500 | ||
|---|---|---|---|
| 080 | _aLRC 08.16.03 F492 | ||
| 100 | _aFinch, Lloyd C. | ||
| 245 | _aTelephone courtesy & customer service | ||
| 250 | _aRev. ed | ||
| 260 |
_bCrisp Pub. _aMenlo ParkUS _c1990 |
||
| 300 | _a[2], ii, 68 p. | ||
| 520 | _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. | ||
| 583 |
_c3/7/00 _kM2LMGR |
||
| 942 |
_cM _mF492 _kLRC |
||
| 999 |
_c19926 _d19926 |
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