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GROUP MEMBERS

NAMES

HARSHAL

SNEHA

FLAVIA

NISHA

BHAGYASHREE

BABITA

ROLL NO

5560

5561

5562

5563

5564

5591

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Communication is a continuingand thinking

process dealing with the transmission andinterchange with understanding of facts,ideas and courses of action.

-By George Terry

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Communication, an Inborn Talent

Communication is a Human Process

Communication is a Universal Process

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Development of new skills High standards of performance are

established

Better understanding Interpersonal motivation

Creation of listening habits

Interviewing and consulting techniques are

improved

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Productivity increases

Participation in group activities

Facilitates promotion

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1. Information2. Advice

3. Order

4. Suggestion

5. Persuasion

6. Education

7. Warning

8. Raising morale9. Motivation

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1. Information It is factual and objectiveexternal

Internal

Environmental

Competitive

2. Advice It is subjective & involves personalopinion

Seek expert advice frequently

It can be made effective by.Two-way channel of communication

Counseling

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3. Order It is a authoritative communication

clear & complete & in friendly way

4. Suggestion mild and subtle communication

5. Persuasion effort to influence the beliefs,attitudes and feelings of others.

6. Education involves teaching & learning

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7. Warning forceful means of communication

specific or general8. Raising morale mental health

low morale

high morale

9. Motivation effort made to satisfy a want orreach a goal.

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Successful organizations are those that haverealized that prompt attention to customercomplaints is an essential element of anenduring customer relationship.

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EXAMPLEAs the chairman of British airways, Sir Colin

Marshall observes, the customer doesn'texpect that everything will go right all thetime; the big test is what you do when thingsgo wrong. Occasional service failure isunavoidable

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Offer businesses an opportunity to correctproblem immediately.

Companies can learn to recover frommistakes.

Careful complaint management can savebusiness unwanted costs.

Complaint trends tell business how to do its

job better It provide information about product quality.

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Complaint manager needto be

Patient and articulate

Able to balance fairly the

Interests of the companywith consumer.

All members ofcomplaint managementdepartment should befamiliar with theoperations of thecompany

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Consumers are likely to turn first to the placeof their purchase.

Third party dispute resolution. f complaints cannot be resolved directlybetween the consumer and retailer ormanufacturer, they should be referred tothird party dispute resolution.

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Designate a location to

receive complaints.

Develop a system forrecord-keeping.

Process and recordcomplaints.

Acknowledge complaint. Investigate and analyze the

complaint

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Resolve the problem in amanner consistent withcompany policy.

Follow-up.

Prepare and file a reporton the disposition of thecomplaint, and

periodically analyze andsummarize complaints.

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Creation of customers is lengthy process It is the process of winning both heart and

mind

Customer relations can be considered as formof marketing

Good customer relations will give you a senseof achievement

Good customer relations are outcome ofgood business processes

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PERCEPTUAL

PRACTICAL

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Involve customer care in strategic planning Proactively escalate and share issues

Encourage marketing staff to take customercare training

Expand customer care lessons to third partyagencies

Ask for and listen to customer care insights

and trends.

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Collect the

Full

amount

Keep the

cost of

collectionas low as

possible

Collect

the

amount

but keep

the

customer

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By making telephone calls

By sending telegrams or faxmessages

By sending form letters

Personal visits

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By sending Bills ofExchange

By requesting tradeprotection councils to

intervene

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Sending the

bill or

statement

Sending a

reminder

Trying to make

the customers

respond

Request and

a mild threat

Final

Warning

Serving a

legal notice

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In October 1982 Johnson and Johnson faced a

tremendous crises .

A 12 year girl Mary Kellerman died in grovevillage of Chicago

27 year man Adam Janus found dead inChicago

Mary Reiner 27 also found dead

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Reason of death was Tylenol capsules.

Tylenol was containing 65miligrams ofcyanide.

It was found by two person Philip Capitallyand Richard Keyworth.

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Two phases were taken

by Public Relationpeople

Crises management

Tylenols come back

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Warned the people Gave medical and financial assistance.

Recalled the product

Stop advertising

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A triple seal tamper resistant packaging $2.50 off coupon

Pricing strategy

Made presentation

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