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 ...
Get Customer Care now with O’Reilly online learning.
O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.