4Communicating with the Customer
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.
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, ...