Define poise and communication skill,Of what importance is poise and communication skills in customer service delivery

1)Define poise and communication skill,Of what importance is poise and communication skills in customer service delivery 2)Non Verbal Communication (NVC) and how it enhances communication 3)Tone is the most important factor in telephone communication,please discuss 4)What is telephone protocol.List and explain 10 basic telephone protocol 5)What do you understand by customer’s Bill of Rights 6)Relay a customer service experience and proffer a solution