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 Decision making 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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