Customer Care

5

Communication

I have often regretted my speech – never my silence. (Xenocrates)

The most important thing in communication is hearing what isn’t said. (Peter F. Drucker)

Aims

The aims of this chapter are as follows:

 to recognise the barriers to communication;

 to recognise the importance of body language or non-verbal communication when dealing with customers face to face;

 to improve communications, whether face to face, over the telephone ...