ROLE OF COMMUNICATIONIN CUSTOMER SATISFACTION

COMMUNICATION HISTORY

WHAT IS COMMUNICATION

WHY IS IT IMPORTANT

1STATUS/ROLE 

3CHOICE OF

COMMUNICATIONCHANNEL

5LACK OF

FEEDBACK

2

CULTURAL DIFFERENCES

4

LENGTH OFCOMMUNICATION

6

ATMOSPHERE/NOISE/ DISTRACTION

Factors Affecting Communication

CUSTOMERS

TYPES OF CUSTOMER

LOYAL CUSTOMERS

DISCOUNTCUSTOMERS

IMPULSIVECUSTOMERS

NEED BASEDCUSTOMERS

WANDERINGCUSTOMERS

CUSTOMER SATISFACTIONWHY IS IT IMPORTANT

Increases CustomerRepurchase And Loyalty 

It’s A Point Of Differentiation 

It Increases Customer Lifetime Value 

It Reduces Negative Word Of Mouth

It’s Cheaper To Retain Customers

Than Acquire New Ones 

HOW TO DELIVER CUSTOMER SERVICE

SMILE

MAKE THECUSTOMER FEEL

WELCOME

LISTEN LEARN YOURBUSINESS –

BE AN EXPERT

BE TRUE TOYOUR WORD

BEMEMORABLE

TO YOURCUSTOMER

6 SIGNS A CUSTOMER IS UNHAPPY

Customer keeps quite about recurring

problems

Customer isn't completing

feedback surveys

Customer is asking for passwords and credentials

Customer has given you a below average

satisfaction rating

Customer isn't responding to calls or emails

Customer no longer wants to have any

interaction with you

TYPES OF COMMUNICATION

VERBALCOMMUNICATION

NON-VERBALCOMMUNICATION

WRITTENCOMMUNICATION

ADVANTAGES OF FORMAL COMMUNICATION

INCREASE OVERALL EFFICIENCY

EASY COMMUNICATION SYSTEM

PERMANENT RECORD

QUICK ACCOMPLISHMENT OF WORK

MAINTAINANCE OF DISCIPLINE

EASE OF COOPERATION &COORDINATION

USE AS A REFERENCE

FREE FROM MISTAKES

DISADVANTAGES OF FORMAL COMMUNICATION

WASTAGE OF TIME

INFLEXIBILITY

LAC OF INITIATIVE

AUTHORITARIAN ATTITUDE

LACK OF CORDIALITY

COSTLY

CONFLICT IS REDUCED

GET MORE OFWHAT YOUWANT OUT

OF LIFE

PEOPLEWILL LIKE

YOUBETTER

HAVE STRONGERRELATIONSHIP

HELP PEOPLETO ADOPT

YOUR IDEAS

ADVANTAGES OF EFFECTIVE COMMUNICATION

THANKYOU !

SWAPNEEL NALAWADE MMM08

HRUSHIKESH MURKUTE MMM07