Abstract
Since, in urban life, people have few opportunities for communications practically, many people can not satisfy their communication desires and they are feeling loneliness. The feelings of loneliness have not been cleared by new communication technologies, and we are feeling that the unsatisfied people are even increasing in recent years. The urban customers who have such feelings have affected the activities of companies and organizations. It appears in the face-to-face communications with customers at the customer service counters significantly. This paper describes the characteristic of the customer needs that appear in the business communication in an urban area through the case study of the communication between the employees of a service counter of an urban GMS and the customers.
