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Communicating with Customers

Communicating with Customers
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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.

This is a practical publication which not only describes the basic tenets of good communications, but also goes that extra step of linking text to customer expectations. It is a no-nonsense guide on how best to communicate well, and is filled with do's and don'ts of getting your communications right, and focused first time. It is an excellent tool, drawing on case studies from a broad range of industries and situations.