Tuning in to the CustomerStreaming Video - 2007
This program offers techniques for hearing what the customer is really saying, in words and with body language. It stresses the importance of listening, shows common barriers to what seems like (but isn't) an ordinary skill, and explains how and when to express empathy, ask questions, paraphrase, and summarize. It further explains the interpretation of nonverbal signals from the customer; covers such problems as tuning out, interruptions, impatience, and contact overload; and shows when and how to change the subject.
Publisher: New York, N.Y. : Films Media Group, , c1991.
Branch Call Number: E-VIDEO
Characteristics: 1 streaming video file (20 min.) : sd., col., digital file.