黎莉主编的《客户沟通技能》分五个部分：第一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。最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