CONTENTS
PART IPUTTING YOUR BEST FACE FORWARD
1 Taking Your First Steps: The Basics
Customer Service Is the Basics
Step 1: First Impressions Matter
Step 3: Attitude Is Everything
Step 4: Doing the Right Thing: Ethical Issues
2 Tossing the Ball Back and Forth: Effective Communication
Customer Service Is Effective Communication
Step 1: Saying What You Mean and Meaning What You Say
Step 2: What You Don’t Say: Nonverbal Communication
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