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Author Evenson, Renee, 1951-

Title Customer service training 101 / Renee Evenson. [O'Reilly electronic resource]

Edition 2nd ed.
Imprint New York : American Management Association, ©2011.
To Access:
Available on O'Reilly for Public Libraries
Bookmark link: https://library.naperville-lib.org:444/record=b3154956~S1
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Description 1 online resource (vii, 230 pages)
data file
Contents Taking your first steps: the basics -- Tossing the ball back and forth: effective communication -- Jumping in with both feet: relationship building -- Seeing eye to eye: face to face contacts -- Saying it with a smile: telephone contacts -- Looking before you leap: e-customer contacts -- Giving when getting is not expected: self service contacts -- Calming before the storm: difficult customer contacts -- Hitting the ground running: ready, set, go -- Being the best you can be: the total package.
Summary From the first impression to the last ôthank you, ö great service is the hallmark of great companiesùlike yours.
Subject Customer services -- Training.
Customer relations -- Training.
Employees -- Training.
Employees -- Training
Other Form: Print version: Evenson, Renee, 1951- Customer service training 101. 2nd ed. New York : American Management Association, ©2011 9780814416419 (DLC) 2010020923 (OCoLC)624052360
ISBN 9780814416426 (electronic bk.)
081441642X (electronic bk.)
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