文档介绍：Advanced
Vocational
Training
Professional certificates Course
Communication
& Customer Service
Héctor M. Pérez Feijoo
Jorge M. Pérez Hernández
Lía López González
Carmen Caballero Bravo
Communication & Customer Service
Héctor Marcos Pérez Feijoo
Jorge Manuel Pérez Hernández
Lía López González
Carmen Caballero Bravo
Technical advisor
María Vicenta Sanchís Martín
MADRID - BARCELONA - BOGOTA - BUENOS AIRES - CARACAS - GUATEMALA - MEXICO
NEW YORK - PANAMA - SAN JUAN - SANTIAGO - SÃO PAULO
AUCKLAND - HAMBURGO - LONDRES - MILAN - MONTREAL - NUEVA DELHI - PARIS
SAN FRANCISCO - SIDNEY - SINGAPUR - ST. LOUIS - TOKIO - TORONTO
Communication & Customer Service. Advanced Vocational Training
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All rights reserved © 2013, regarding the first edition, by:
McGraw-Hill/Interamericana de España, .
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ISBN: 978-84-481-8546-6
Original book: Communication & customer service © 2012,
regarding the first edition in spanish, by McGraw-Hill Interamericana de España, .
ISBN original edition: 978-84-481-8086-7
Publishing team: Pablo Regueiro, Marta Reyero Sáez, Caja Alta Edición & Comunicación ,
Antonio Aguilella Asensi and Audrey Bourke.
Translation: Antonio Aguilella Asensi.
Pictures: 123rf and McGraw-Hill’s image stock.
Illustrations: Age Fotostock, Valentín Ramón.
Layout: Caja Alta Edición & Comunicación.
Cover design:
Book design:
Introduction
The book you are holding in your hands, Communication & Customer Service,
is a clear and updated text that highlights the pra