CUSTOMER SERVICE, SKILLS FOR SUCCESS, 4e

The Importance of Effective Communication, p. 62. Ensuring Two-Way Communication, p. 62--Interpersonal Communication Model, p. 63. Avoiding Negative Communication, p. 64. Communicating Positively, p. 64--Plan Your Messages, p. 64--Focus on the Customer as a Person, p. 65--Greet Customers Warmly and Sincerely, p. 67--Use Customer-Focused ... ................
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