{ "item_title" : "The ABCs of Customer Service", "item_author" : [" Poppy North "], "item_description" : "From A to Z, this playful alphabet book turns the world of customer service into a story kids can enjoy and grown-ups will instantly recognize. Each letter introduces a core concept of the customer service experience, from Average Handle Time and Backlogs to Year End Reviews. With simple language, witty nods to call center realities, and charming takes on everything from Hold Music and Queue management to Escalations and the ever-elusive NPS score, it is a fast, fun read that doubles as a surprisingly accurate tour of life on the front lines of customer support. Perfect as a gift for call center professionals, support team leaders, and anyone who has ever put a customer on hold, this is an ABCs book with just enough truth to make you laugh.", "item_img_path" : "https://covers1.booksamillion.com/covers/bam/9/79/818/577/9798185774984_b.jpg", "price_data" : { "retail_price" : "14.99", "online_price" : "14.99", "our_price" : "14.99", "club_price" : "14.99", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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