

Use of this work is subject to these terms. ("McGraw-Hill") and its licensors reserve all rights in and to the work. TERMS OF USE This is a copyrighted work and The McGraw-Hill Companies, Inc. For more information, please contact George Hoare, Special Sales, at or (212) 904-4069. McGraw-Hill eBooks are available at special quantity discounts to use as premiums and sales promotions, or for use in corporate training programs. Where such designations appear in this book, they have been printed with initial caps. Rather than put a trademark symbol after every occurrence of a trademarked name, we use names in an editorial fashion only, and to the benefit of the trademark owner, with no intention of infringement of the trademark. All trademarks are trademarks of their respective owners. 0-07-139412-5 The material in this eBook also appears in the print version of this title: 0-07-137954-1. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher. Manufactured in the United States of America. McGraw-Hill New York Chicago San Francisco Lisbon Madrid Mexico City Milan New Delhi San Juan Seoul Singapore Sydney TorontoĬopyright 2002 by The McGraw-Hill Companies, Inc. You’ll find the tables of contents, downloadable sample chapters, information about the authors, discussion guides for using these books in training programs, and more.Ĭustomer Relationship Management Kristin Anderson Carol Kerr To learn more about titles in the Briefcase Books series go to Sparks Skills for New Managers by Morey Stettner Murrell and Mimi Meredith Presentation Skills for Managers by Jennifer Rotondo and Mike Rotondo The Manager’s Guide to Business Writing by Suzanne D. Klinvex Empowering Employees by Kenneth L. Cook Conflict Resolution by Daniel Dana Project Management by Gary Heerkens Managing Teams by Lawrence Holpp Hiring Great People by Kevin C. Pepitone Leadership Skills for Managers by Marlene Caroselli Effective Coaching by Marshall J. Brayton Bowen Motivating Employees by Anne Bruce and James S. Other titles in the Briefcase Books series include: Communicating Effectively by Lani Arredondo Performance Management by Robert Bacal Recognizing and Rewarding Employees by R.

*More than 150,000 articles in the search database *Learn how almost everything works
