Coscia, Steve <br/><br/>
The trade technician's soft skills manual / 
Steve Coscia 
 - Clifton Park, NY :  Cengage Learning,  c2012 
 - xiv, 112 p. :  ill. ;  23 cm. 
<br/><br/> Includes index 
<br/><br/>Halos and hygiene -- The customer is always right -- Customers and congruency -- Empathy and editorializing -- Words and weapons -- Clutter and clarity -- Listening and learning -- Checklists -- Forms 
<br/><br/><label>ISBN: </label>9781111313814 (pbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Service industries--Customer services