TY  - BOOK
AU  - Coscia,Steve
TI  - The trade technician's soft skills manual
SN  - 9781111313814 (pbk.)
PY  - 2012///
CY  - Clifton Park, NY
PB  - Cengage Learning
KW  - Customer services
KW  - Service industries
N1  - Includes index; 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
ER  -