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010 a| 2010020923;

015 a| GBB0897142| bnb;

016 7 a| 0156114512| Uk;

020 a| 9780814416419 (alk. paper);

020 a| 0814416411 (alk. paper);

035 a| (WaSeSS)ssj0000415357;

049 a| EREEa| NEHH;

050 00 a| HF5415.5b| .E89 2011;

082 00 a| 658.3/12452| 22;

100 1 a| Evenson, Renee,d| 1951-=| ^A1206828;

245 10 a| Customer service training 101h| [electronic resource] /c| Renee Evenson.;

250 a| 2nd ed.;

260 a| New York :b| American Management Association,;

300 a| vii, 230 p ;c| 24 cm.;

500 a| Includes index.;

505 0 a| 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.;

506 a| Available only to authorized users.;

538 a| Mode of access: World Wide Web;

650 0 a| Customer services.=| ^A364728;

650 0 a| Customer relations.=| ^A61341;

650 0 a| Employeesx| Training of.=| ^A375625;

655 0 a| Electronic books.=| ^A491897;

856 40 z| Full text available from Ebook Central - Public Library Completeu| https://ebookcentral.proquest.com/lib/eastcarolina/detail.action?docID=617420;

947 a| (OCoLC)ocn624052360;

949 a| CLICK ON WEB ADDRESSw| ASISh| JOYNER188;

949 a| CLICK ON WEB ADDRESSw| ASISh| HSL77;

949 a| CLICK ON WEB ADDRESSw| ASISh| JMUSIC60;

596 a| 1 3 4;

998 a| 4036843;

999 a| CLICK ON WEB ADDRESSw| ASISc| 1i| 4036843-1001l| JNETm| JOYNERr| Ys| Yt| JNESSBKu| 1/1/2016x| EBOOKz| JERESOURCE;

999 a| CLICK ON WEB ADDRESSw| ASISc| 1i| 4036843-2001l| HSLELECm| HSLr| Ys| Yt| HEBKu| 1/1/2016x| EBOOKz| HERESOURCE;

999 a| CLICK ON WEB ADDRESSw| ASISc| 1i| 4036843-3001l| MNETm| JMUSICr| Ys| Yt| MNESSBKu| 1/1/2016x| EBOOKz| JERESOURCE;

Customer service training 101 / Renee Evenson.

Author/creator	Evenson, Renee, 1951-
Format	Electronic
Edition	2nd ed.
Publication Info	New York : American Management Association,
Description	vii, 230 p ; 24 cm.
Supplemental Content	Full text available from Ebook Central - Public Library Complete
Subjects	Customer services. Customer relations. Employees--Training of.

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.
General note	Includes index.
Access restriction	Available only to authorized users.
Technical details	Mode of access: World Wide Web
Genre/form	Electronic books.
LCCN	2010020923
ISBN	9780814416419 (alk. paper)
ISBN	0814416411 (alk. paper)

Customer service training 101 / Renee Evenson.

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