黎莉主編的《客戶溝通技能》分五個(gè)部分：第一部分主要介紹影響購買者行為的幾個(gè)重要因素及購買決定的過程，幫助學(xué)生簡單了解購買者行為。第二部分以主要的服務(wù)行業(yè)為背景，讓學(xué)生掌握在不同的服務(wù)行業(yè)中應(yīng)該如何提供良好的客戶服務(wù)。第三部分是幫助學(xué)生學(xué)會如何與客戶建立并保持良好的關(guān)系。第四部分主要介紹在與客戶的溝通中可能會出現(xiàn)的一些障礙，幫助學(xué)生通過一些有效的方法去消除和解決這些障礙以達(dá)到溝通的順利進(jìn)行。最后一部分主要針對一些服務(wù)行業(yè)出現(xiàn)的較典型的、難以處理和解決的困境提供一些解決的方式方法。本教材不僅適用于商務(wù)英語專業(yè)學(xué)生使用，也同樣適用于國際商務(wù)、國際貿(mào)易、涉外事務(wù)管理及涉外文秘等專業(yè)的學(xué)生使用。
Chapter 1 Buyer Behavior
Unit 1 An Overview on Buyer Behavior
Unit 2 Personal Factors and Buyer Behavior
Unit 3 Role of Family in Buyer Behavior
Unit 4 Buyer Decisionmaking Process
Chapter 2 Providing Good Customer Service
Unit 1 Customer Service and Customer Satisfaction
Unit 2 Customer Service in Hospitality and Tourism Industry
Unit 3 Customer Service in Retail
Unit 4 Online Customer Service
Chapter 3 Establishing and Maintaining Good Relationship
Unit 1 Developing Customer Relationship
Unit 2 Establishing Trust with Customers
Unit 3 Maintaining Good Relationship with Customers
Chapter 4 Overcoming Communication Barriers
Chapter 1 Buyer Behavior
Unit 1 An Overview on Buyer Behavior
Unit 2 Personal Factors and Buyer Behavior
Unit 3 Role of Family in Buyer Behavior
Unit 4 Buyer Decisionmaking Process
Chapter 2 Providing Good Customer Service
Unit 1 Customer Service and Customer Satisfaction
Unit 2 Customer Service in Hospitality and Tourism Industry
Unit 3 Customer Service in Retail
Unit 4 Online Customer Service
Chapter 3 Establishing and Maintaining Good Relationship
Unit 1 Developing Customer Relationship
Unit 2 Establishing Trust with Customers
Unit 3 Maintaining Good Relationship with Customers
Chapter 4 Overcoming Communication Barriers
Unit 1 Importance of Customers Communication in Business
Unit 2 Common Barriers to Customer Communication
Unit 3 Identifying and Overcoming Communication Barriers
Chapter 5 Dealing with Difficult Situations
Unit 1 Examples of Difficult Customer Service Situations
Unit 2 Dealing with Difficult Customers
Unit 3 Handling Complaints
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