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Customer Service Training 101, 3rd Edition by Renee Evenson

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CHAPTER

2

Tossing the Ball Back and Forth: Effective Communication

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EFFECTIVE COMMUNICATION IS THE FIRM FOUNDATIONUPON WHICH YOU BUILD STRONG RELATIONSHIPS

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Did you know that almost everything you do involves some form of communication? Even when you are not actively vocalizing a message, you communicate. When you smile at a stranger, hold a door open for the person behind you, nod as a sign of thank you, or listen attentively when someone is talking to you, you communicate. You even communicate by doing nothing at all. When you ignore someone, stare ...

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