Service managers must also minimize the external and internal noises that can detract from the communication process. If the individuals service managers are communicating with do not understand what is said or what needs to be done, chances are the specific task, goal, or objective will be accomplished, but probably not effectively and in the manner in which the service manager wants. Open lines of communication are essential for businesses to grow and for them to achieve superior customer satisfaction. Many businesses in the airline industry, for example, United and Delta, now have e-mail addresses where customers can send complaints or comments about the service the company is providing. This is one way businesses are trying to increase responsiveness.
Customers can also communicate with service organizations through written comment cards.
Many food restaurants like Wendy's, Golden Corral, and Sodexho Marriott Services have comment cards where customers can write complaints, comments, or suggestions about the service they received. This communication allows managers to address the issues that customers feel need improved or complimented. No matter which form of communication is taking place, effective communication is an important aspect in the success, growth, and future of service organizations. References Bittel, Lester R. and John W. Newstrom. What Every Supervisor Should Know.