GROUP MEMBERS

NAMES

HARSHAL SNEHA FLAVIA NISHA BHAGYASHREE BABITA

ROLL NO 5560 5561 5562 5563 5564 5591

Communication is a continuing and thinking process dealing with the transmission and interchange with understanding of facts, ideas and courses of action. -By George Terry

Communication, an Inborn Talent

Communication is a Human Process Communication is a Universal Process

Development of new skills High standards of performance are established Better understanding Interpersonal motivation Creation of listening habits Interviewing and consulting techniques are improved

Productivity increases Participation in group activities

Facilitates promotion

1. 2. 3. 4. 5. 6. 7. 8. 9.

Information Advice Order Suggestion Persuasion Education Warning Raising morale Motivation

1. Information It is factual and objective external Internal Environmental Competitive 2. Advice It is subjective & involves personal opinion Seek expert advice frequently It can be made effective by. Two-way channel of communication Counseling

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

7. Warning forceful means of communication specific or general 8. Raising morale mental health low morale high morale 9. Motivation effort made to satisfy a want or reach a goal.

Successful organizations are those that have realized that prompt attention to customer complaints is an essential element of an enduring customer relationship.

EXAMPLE As the chairman of British airways, Sir Colin Marshall observes, the customer doesn't expect that everything will go right all the time; the big test is what you do when things go wrong. Occasional service failure is unavoidable

Offer businesses an opportunity to correct problem immediately. Companies can learn to recover from mistakes. Careful complaint management can save business unwanted costs. Complaint trends tell business how to do its job better It provide information about product quality.

Complaint manager need to be Patient and articulate

Able to balance fairly the Interests of the company with consumer. All members of complaint management department should be familiar with the operations of the company

Consumers are likely to turn first to the place of their purchase.

Third party dispute resolution.

f complaints cannot be resolved directly between the consumer and retailer or manufacturer, they should be referred to third party dispute resolution.

Designate a location to receive complaints. Develop a system for record-keeping. Process and record complaints. Acknowledge complaint. Investigate and analyze the complaint

Resolve the problem in a manner consistent with company policy. Follow-up. Prepare and file a report on the disposition of the complaint, and periodically analyze and summarize complaints.

Creation of customers is lengthy process It is the process of winning both heart and mind Customer relations can be considered as form of marketing Good customer relations will give you a sense of achievement Good customer relations are outcome of good business processes

PERCEP TUAL

PRACTICA L

Involve customer care in strategic planning Proactively escalate and share issues Encourage marketing staff to take customer care training Expand customer care lessons to third party agencies Ask for and listen to customer care insights and trends.

Collect the
Full amount

Keep the cost of collection as low as possible

Collect the amount but keep the customer

By making telephone calls By sending telegrams or fax messages By sending form letters Personal visits

By sending Bills of Exchange By requesting trade protection councils to intervene

Sending the bill or statement

Sending a reminder

Trying to make the customers respond

Serving a legal notice

Final Warning

Request and a mild threat

In October 1982 Johnson and Johnson faced a tremendous crises . A 12 year girl Mary Kellerman died in grove village of Chicago 27 year man Adam Janus found dead in Chicago Mary Reiner 27 also found dead

Reason of death was Tylenol capsules. Tylenol was containing 65miligrams of cyanide. It was found by two person Philip Capitally and Richard Keyworth.

Two phases were taken by Public Relation people Crises management Tylenols come back

Warned the people Gave medical and financial assistance. Recalled the product Stop advertising

A triple seal tamper resistant packaging $2.50 off coupon Pricing strategy Made presentation