Customer Service: Communicating presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.
- Getting Your Message Across
- Using the Right Words
- Matching the Customer's Style
- Using Questions
- Dealing with Angry Customers
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- Resolving Conflict
- Writing Letters to Customers
- Breaking Bad News in a Letter
- Giving Written Instructions
- Writing Helpful Manuals
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