role of communication in customer satisfaction
TRANSCRIPT
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