communication skills -- 4. Nonverbal communication skills -- 5. Listening to the customer -- 6. Customer service

('distribution') -- Pricing -- Promotion ('integrated marketing communication') -- The service marketing plan.

skills -- Nonverbal communication skills -- Listening skills -- Customer service and behavior -- Service

-- Example of a communication strategy.

electronic communication -- Recognize and deal with customer turnoffs -- Insight into emerging trends in

Intercultural communication.

Communications -- Ch. 6. Establishing a Formal Dialogue: Satisfaction Measurement -- Appendix 6: Who's Satisfying