The Impact of “communication skills” in building “customer relationship"

Abstract

Communication skill is one of the most important factor in every phase of personal and professional life. All the findings and insights have come out from my personal experience of my internship period in spirit Bangladesh Ltd. and also from the survey I have conducted, in which 63 respondents took part. In this survey, I have tried to find out the impact of communication skills and how important it is to build relations with the customers. With the support of the survey and some secondary researches, I tried to show the insights of different people about communication skills and customer relations as well as the phases of relationship between organization and customers with or without communication skill. Dependent on the survey result I have some key findings and I have also given some recommendations about how organizations can take initiatives to improve the communication skills of the employees. After going through my report, one can understand and see the real picture about the thinking of people about the importance of communication skills in building customer relationship. Moreover, this study answers us of which communication skill is more important, if good relationship can be built without communication skills or not, how important the communication skill is to retain important clients etc.