黎莉主編的《客戶溝通技能》分五個部分：第一部分主要介紹影響購買者行為的幾個重要因素及購買決定的過程，幫助學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)。第三部分是幫助學生學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，幫助學生通過一些有效的方法去消除和解決這些障礙以達到溝通的順利進行。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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