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.

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
It’s A Point 3++
Of Differentiation
It Increases 4++
Customer Lifetime Value
It Reduces Negative
Word Of Mouth 2++
It’s 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

9. TYPES OF COMMUNICATION
VERBAL
COMMUNICATION

10. NON-VERBAL
COMMUNICATION

11. WRITTEN
COMMUNICATION

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 !