Communicating with Customers

Communicating with Customers

by Baden Eunson


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Interacting with clients requires more than just a set of interpersonal skills. This book presents commiunication as an organisational strategy for survival, helping you to understand the processes of non-verbal communication, listening and questioning, communicating in writing and on the telephone, and dealing with customers from hell and other places.

Product Details

ISBN-13: 9780471335627
Publisher: Wiley
Publication date: 04/22/1998
Pages: 168
Product dimensions: 6.00(w) x 1.25(h) x 9.00(d)

About the Author

Baden Eunson

Table of Contents

  • Customers, Providers and Communication
  • The Service Society
  • Non-verbal Communication
  • Transactional Analysis: The Games Customers (and Providers) Play
  • Assertively Communicating with Customers
  • Establishing Rapport with Customers: Neurolinguistic Programming
  • Listening, Questioning and Complaints: Using Feedback to Improve Service
  • Communicating on the Telephone
  • Communicating with Customers: The Overview

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