Roleofcommunicationincustomersatisfaction 161003104414
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This document discusses various topics related to communication, customers, and customer satisfaction. It identifies six factors that can affect communication, including status/role, cultural differences, choice of communication channel, lack of feedback, length of communication, and atmosphere/noise/distraction. It also lists five types of customers - loyal, discount, impulsive, need-based, and wandering. Additionally, it provides five reasons for the importance of customer satisfaction, such as increasing customer repurchase and loyalty.
Roleofcommunicationincustomersatisfaction 161003104414
- 3. COMMUNICATION HISTORY WHAT IS COMMUNICATION WHY IS IT IMPORTANT
- 4. 1 STATUS/ROLE 3 CHOICE OF COMMUNICATION CHANNEL 5 LACK OF FEEDBACK 2 CULTURAL DIFFERENCES 4 LENGTH OF COMMUNICATION 6 ATMOSPHERE/ NOISE/ DISTRACTION Factors Affecting Communication
- 5. CUSTOMERS TYPES OF CUSTOMER LOYAL CUSTOMERS DISCOUNT CUSTOMERS IMPULSIVE CUSTOMERS NEED BASED CUSTOMERS WANDERING CUSTOMERS
- 6. CUSTOMER SATISFACTION WHY IS IT IMPORTANT Increases Customer Repurchase 1++ And Loyalty Its A Point 3++ Of Differentiation It Increases 4++ Customer Lifetime Value It Reduces Negative Word Of Mouth 2++ Its Cheaper To 5++ Retain Customers Than Acquire New Ones
- 7. HOW TO DELIVER CUSTOMER SERVICE SMILE MAKE THE CUSTOMER FEEL WELCOME LISTEN LEARN YOUR BUSINESS BE AN EXPERT BE TRUE TO YOUR WORD BE MEMORABL E TO YOUR CUSTOMER
- 8. 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
- 12. 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
- 13. DISADVANTAGES OF FORMAL COMMUNICATION WASTAGE OF TIME INFLEXIBILITY LAC OF INITIATIVE AUTHORITARIAN ATTITUDE LACK OF CORDIALITY COSTLY
- 14. CONFLICT IS REDUCED GET MORE OF WHAT YOU WANT OUT OF LIFE PEOPLE WILL LIKE YOU BETTER HAVE STRONGER RELATIONSHIP HELP PEOPLE TO ADOPT YOUR IDEAS ADVANTAGES OF EFFECTIVE COMMUNICATION
- 15. THANKYOU !