How do good employee relations indirectly ensure customer satisfaction?

Relations with clients depends on various points , depending upon the nature of work and personal attitude.

1. Problem solving capabilities.

2. Mutual Respect

3. Keep your clients update with new innovation and updates.

4. Focus on solution instead of selling them products. (Feel them that you are providing them solution which may help them in your business instead of selling)

5. Commit what you can do , do not commit beyond your limits.

Several studies suggest that there is a positive relationshipbetween employee satisfaction and customer satisfaction (Bern-hardt et al., 2000; Harter et al., 2002; Koys, 2003; Tornow andWiley, 1991; Wangenheim et al., 2007). Because of this assumedpositive relationship, employee satisfaction has received signifi-cant attention from researchers and became a critical issue withinthe last two decades (Matzler and Renzl, 2007). There is no doubtthat employee satisfaction is critical in the service industrybecause of the nature of the industry (Lam et al., 2001). Assuggested by ‘‘the service-profit chain’’ providing employees witha superior internal working environment is likely to lead tosatisfied employees who are both loyal to the organization andable to provide the customer with an excellent service experience.Customers will recognize and value the outstanding service offeredto them. Over time, they will exhibit loyalty behaviors, such ascontinued purchasing and increased referrals. These loyaltybehaviors will generate both market share and profitabilityincreases for the service firm (Heskett et al., 1994, 1997)

conducting third party  survey

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