English Proficiency

22UC1202
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.
Customer Satisfaction and Loyalty
 Index
• Exploring reasons for customer satisfaction
• Practicing Business writing skills
• Communicating with customers
• Internal Communication- Email and Memo
 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?
 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.
WATCH VIDEO 1
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
 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
 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
 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
 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
WATCH VIDEO 2