Nguyễn Thanh Trúc 46.01.751.207 LISTENING BE TASK 1: I believe that relationships, business or otherwise, are about trust And in order to gain trust, you must be honest; you must be transparent, clear Don’t promise what you can’t deliver There is nothing worse in a relationship than being let down It is also about being clear, being explicit - people present their products in brochures, pamphlets, flyers, e-mail, videos All of those media –they’re all very effective, but it must be clear The customer must understand very quickly, what you are selling, what price you’re selling at The speed of that information, the speed of the response - it must consistently be fast The restless customer of the 21st century does not have time on his or her hands and there are a million other providers, all ready and eager to sell to that customer In order to continue that relationship, maintaining the relationship, consistently answer their queries, respond quickly in a simple format (1) transparent (2) let down (3) being explicit (4) the response (5) restless customer (6) other providers (7) answer their queries (8) simple format TASK 2: team leader customer services rd May communication TASK 3: 1T 2F 3T 4T 5F 6T 7F 8T