Wood Gill <br/><br/>
Customer Communications 1999-2000/ 
Gill Wood. 
 - Oxford:  Butterworth,  1999. 
 - xvi, 199p.:  ill.;  30cm. 
<br/><br/> <br/><br/>Table of contents<br/>1 The importance of the customer 1<br/>2 managing the customer relationship 11<br/>3 Finding out about customer communications 27<br/>4 The communication process 39<br/>5 Effective communication skills 53<br/>6 Communicating in meetings and interviews 68<br/>7 Using statistical data 84<br/>8 written communication formats 111<br/>9 The communication mix 135<br/>10 Technological developments in communications 152<br/>11 Guidance on the examination paper 163<br/>Appendix A Approaching the module for continuous assessment 183<br/>Appendix B Syllabus 193<br/>Glossary 195<br/>Index 197<br/><br/><br/><br/><br/><br/><br/><br/><br/><br/><br/><br/><br/><br/><br/><br/>includes bibliographic references and index 
<br/><br/><label>ISBN: </label>978750643672 
<br/><br/><label>Dewey Class. No.: </label>658.4  / WOO