6. Thank them without direct customer feedback we have no idea if we are delivering the experience our customers want. When they tell us we have failed they are offering priceless information on how we can improve our business. They are telling us what we need to do to keep customers coming back. So thank them for their help. It's a rare customer who will take the time and effort to offer feedback. Thanking them will go a long way toward winning them back. If your employees handle every customer complaint using these steps, you'll keep 99% of them coming back. You'll have a healthier business because it keeps getting better. And we all know happy, loyal customers are the foundation of healthy, sustainable business. Reasons for communication 1. Information - informational communication is the lifeblood of service. It is used by the service staff to serve customers and it is used by customers to communicate their needs. 2. Motivation - another purpose of communication is to motivate the receiver to take some actions. Many service staffs are also 19|Page 2016e.c working at the points of the sale. So they are expected to be a good sales person. Much of the communication they engage is laced with messages intending to motivate potential customers to make a particular purchase. 3. Control - finally many forms of communication are designed to control the activities of the recipient.Communication can control the actions of people and how they respond to a given situation. E.g. when the tour operator prints and gives the terms and conditions of the tour to a group of tourists. Model for communication 1. Sender - a person who originates a piece of information is the sender. 2. Message - words and non-verbal actions that convey CUSTOMER CARE & SERVICE

Question

6. Thank them without direct customer feedback we have no idea if we are delivering the experience our customers want. When they tell us we have failed they are offering priceless information on how we can improve our business. They are telling us what we need to do to keep customers coming back. So thank them for their help. It's a rare customer who will take the time and effort to offer feedback. Thanking them will go a long way toward winning them back. If your employees handle every customer complaint using these steps, you'll keep 99% of them coming back. You'll have a healthier business because it keeps getting better. And we all know happy, loyal customers are the foundation of healthy, sustainable business. Reasons for communication 1. Information - informational communication is the lifeblood of service. It is used by the service staff to serve customers and it is used by customers to communicate their needs. 2. Motivation - another purpose of communication is to motivate the receiver to take some actions. Many service staffs are also 19|Page 2016e.c working at the points of the sale. So they are expected to be a good sales person. Much of the communication they engage is laced with messages intending to motivate potential customers to make a particular purchase. 3. Control - finally many forms of communication are designed to control the activities of the recipient.Communication can control the actions of people and how they respond to a given situation. E.g. when the tour operator prints and gives the terms and conditions of the tour to a group of tourists. Model for communication 1. Sender - a person who originates a piece of information is the sender. 2. Message - words and non-verbal actions that convey CUSTOMER CARE & SERVICE

Answer 1

Thank you for sharing this information on customer care and service. It is clear that effective communication is crucial in delivering a positive customer experience. Here are the key points I gathered from your message:1. **Importance of Customer Feedback**: Direct feedback from customers is essential for understanding their needs and expectations. Negative feedback, in particular, provides valuable insights into areas for improvement.2. **Thanking Customers**: Expressing gratitude to customers who provide feedback can foster loyalty and encourage future interactions. It shows that their input is valued and can help in retaining customers.3. **Steps for Handling Customer Complaints**: By following specific steps, businesses can effectively address customer complaints, leading to higher customer retention rates. This ultimately contributes to a healthier and more sustainable business.4. **Reasons for Communication**: - **Information**: Communication is vital for both serving customers and understanding their needs. - **Motivation**: Communication can be used to motivate customers to make purchases or take certain actions. - **Control**: Communication can also be used to control the actions and responses of recipients, such as providing terms and conditions to tourists.5. **Model for Communication**: - **Sender**: The person who originates the information. - **Message**: The words and non-verbal actions that convey the information.If you have any specific questions or need further clarification on any of these points, feel free to ask!

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