This ILT Series course teaches students the basics of customer service. Students will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, students learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
- ISBN10 0619148853
- ISBN13 9780619148850
- Publish Date 1 July 2002
- Publish Status Unknown
- Publish Country US
- Publisher Cengage Learning, Inc
- Imprint Course Technology Inc
- Edition Student ed.
- Format Paperback
- Pages 210
- Language English