TY  - BOOK
AU  - Ford 
ED  - CareerTrack Publications
TI  - How to give exceptional customer service [video cassette] 
SN  - 1559772360 
U1  - 658.812 FOR 1993 
PY  - 1993///
CY  - Boulder
PB  - CareerTrack Publications
KW  - Customer relations
KW  - Customer services
N1  - Contents:Vol. 1. The total service experience -- Vol. 2. Delivering service with heart -- Vol. 3. Pleasing the challenging customer -- Vol. 4. Becoming a service star
N2  - Summary:Discusses the importance of building rapport with customers.Explains how to control the situation with specific phrases, vocal techniques, and body language; how to avoid emotional trigger words in phone conversations; how to be an active listen
ER  -