2. Aim
• To enhance reading and writing skills and to familiarize students to use
appropriate language, expressions and vocabulary related to business
communication.
Instructional Objectives
• To create awareness in the learners about customer satisfaction and loyalty.
• To reinforce the skills of email and memo writing and reading
comprehension.
Learning Outcomes
After the completion of the topic, the learners will be able to:
• Comprehend the importance of customer satisfaction and customer loyalty
• Construct email and memo, especially related to business communication
• Participate confidently in business communication by using relevant
language, vocabulary and expressions.
4. Index
• Exploring reasons for customer satisfaction
• Practicing Business writing skills
• Communicating with customers
• Internal Communication- Email and Memo
5. Customer Satisfaction
Have you ever had a bad customer experience?
How did you react in that situation?
What do you consider while buying a product?
Do you prefer online or direct shopping?
Which one gives you more satisfaction? Why?
What is the importance of ‘brand’ in business?
Do you consider communication skills an
important aspect in achieving customer
satisfaction?
6. What is customer satisfaction?
Customer satisfaction (CSAT) is a measure of
how a company’s products, services, and
overall customer experiences meet customer
expectations.
Customer satisfaction is the fuel that drives a
business organization to reach its goals by
identifying, attracting , retaining and
expanding the customer base.
9. How to achieve customer satisfaction?
• Understand the needs of the customers
• Create a customer- centric culture
• Show empathy with the customers
• Respond quickly
• Provide proactive support
• Practice active listening
• Create customer loyalty programs
• Take feedback
• Act on feedback and respond to reviews
10. Customer satisfaction Vs customer loyalty
• Do not confuse customer satisfaction with customer
loyalty
• Customer satisfaction measures the happiness of
the customers with their purchase, while customer
loyalty gives a company a repeat business .
• Loyal customers are willing to pay more for a
company’s services and remain life-long customers
• Loyal customers expand the customer base through
the word of mouth
11. Strategies to maintain customer satisfaction and
loyalty
• Strong focus on team work from the employees
• Train the employees to acquire and deliver necessary
skills
• Empower employees to make decisions and take risks
in their job roles
• Emphasis on feedback and loyalty programs
• 3R’s of customer loyalty- Rewards, Relevance,
Recognition
12. Summary
• Achieving Customer satisfaction (CSAT) is
essential for expanding customer base and
retention.
• It leads to customer loyalty
• 3 R’s – Rewards, Relevance and Recognition
increase customer loyalty
• Customer feedback and response to feedback
increase customer base
• Teamwork, training and empowerment of
employees contribute for customer satisfaction
13. Self- assessment questions
1. Customer-centered companies are skilled in
a) Customer service b) Market expansion
c) Both a & b d) None of the above
2. Customer satisfaction leads to __________
a) Increase in price b) Rejection of goods
c) More advertisement d) Customer loyalty
3. In the modern customer-organization chart, the entity at
the top are _________
a) Customers b) Top management
c) Frontline people d) Employees