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Communicating with customers

Author: Baden Eunson
Publisher: Milton, Qld. : John Wiley & Sons, 1995.
Series: Communication skills (Milton, Qld.)
Edition/Format:   Print book : EnglishView all editions and formats
Summary:

Focusing on communication skills as an essential component of any course of business studies, this textbook uses numerous case studies and real-life examples to teach students how to listen and  Read more...

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Document Type: Book
All Authors / Contributors: Baden Eunson
ISBN: 0471335622 9780471335627
OCLC Number: 38359607
Notes: For tertiary students.
Includes index.
Description: v, 162 p. : ill. ; 28 cm.
Contents: Background: Development of the Service Economy; Customers, Clients, Consumers: Customer Relations as an Organizational Strategy; Non-Verbal Communication; Listening Skills: The Interpersonal and Strategic Levels; Questioning Skills; Communication: A Transactional Analysis Model; Communication: A Neuro-Linguistic Programming Model; Communication: An Assertiveness Training Model; Telephone Communication Skills; Communicating in Writing; Total Communication: Instruction Manuals, Hotlines, Customer Suggestion Schemes, Open Days, Data Links, Etc; Overview: Dealing with Customers from Hell and Other Places; Reviews of Training Videos on Customer Relations; Reviews of Simulations, Instrumentations, Case Studies on Customer Relations; Multiple Choice Test-Bank on Customer Relations.
Series Title: Communication skills (Milton, Qld.)
Responsibility: Baden Eunson.

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