Communicating With Customers

This book/CD package emphasizes the communication skills necessary for providing excellent customer service. Communicating effectively to exceed customers' expectations is critical to the success and to the reputation of companies and their employees. The workshops provided lend instruction on how to understand the importance of customer service, identify customer needs, communicate effectively with customers in person, over the phone and/or via e-mail, and professionally handle customer complaints. The CD-ROM enhances the impact of the workshops as users complete a variety of exercises on the computer and use the Internet for further research.Agency for Instructional Technology Staff is the author of 'Communicating With Customers' with ISBN 9780538433341 and ISBN 0538433345.