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Copyright - Pg. ii

Bulk discounts available. For details visit: www.amacombooks.org/go/specialsales Or contact special sales: Phone: 800-250-5308 E-mail: specialsls@amanet.org View all the AMACOM titles at: www.amacombooks.org This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Evenson, Renee, 1951­ Customer service management training 101 : quick and easy techniques that get great results / Renee Evenson. -- 1st ed. p. cm. Includes index. ISBN-13: 978-0-8144-1715-7 ISBN-10: 0-8144-1715-9 1. Customer services--Management. 2. Executives--Training of. 3. Time management. 4. Leadership. 5. Communication in management. I. Title. HF5415.5E894 2011 658.3'1245--dc23 2011019828 © 2012 Renée Evenson. All rights reserved. Printed in the United States of America.