4Communicating with the Customer
Learning Objectives
By the end of this chapter, you should be able to:
• Recognize seven barriers to effective listening.
• Ask three types of questions to identify customer needs.
• Develop a list of winning words and phrases to say to customers.
• Interpret nonverbal messages.
• Use four basic customer-sensitive telephone processes.
• Use written communications as a way to make tangible the transient nature of most service interactions.
INTRODUCTION
Outstanding customer service is a tapestry of individual actions that are important in the customer’s eyes. Most are relatively easy and simple to master. Together, ...
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