黎莉主编的《客户沟通技能》分五个部分：**部分主要介绍影响购买者行为的几个重要因素及购买决定的过程，帮助学生简单了解购买者行为。第二部分以主要的服务行业为背景，让学生掌握在不同的服务行业中应该如何提供良好的客户服务。第三部分是帮助学生学会如何与客户建立并保持良好的关系。第四部分主要介绍在与客户的沟通中可能会出现的一些障碍，帮助学生通过一些有效的方法去消除和解决这些障碍以达到沟通的顺利进行。*后一部分主要针对一些服务行业出现的较典型的、难以处理和解决的困境提供一些解决的方式方法。 本教材不仅适用于商务英语专业学生使用，也同样适用于国际商务、国际贸易、涉外事务管理及涉外文秘等专业的学生使用。

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