Communicating With Customers

Communicating With Customers emphasizes the communication skills necessary for providing excellent customer service. Communicating effectively to exceed customers' expectations is critical to the success and reputation of companies and their employees. This text demonstrates the importance of customer service; identify customer needs; communicate effectively with customers in person, over the telephone, or over the Internet; and effectively handle customer complaints. Multimedia components enhance the impact of the workshops so users can complete a variety of exercises on the computer, watch video footage of people effectively communicating on the job, and use the Internet to conduct further research. Learner's guide (required) contains 10 workshops highlighting key workplace communication topics, special features, appropriate literature selections, Internet connections and project-based exercises.Agency for Instructional Technology Staff is the author of 'Communicating With Customers', published 2001 under ISBN 9780538433389 and ISBN 0538433388.