Relationship between Communicative Skills of the Employees and Customer Satisfaction

Communicational skills at organizational level are important because information can only be obtained through communication for successful decision making in organizations. This research is intended to investigate the relationship between communicational skills and customer satisfaction in the Irankhodro sales offices in Tehran. This is a correlation research for which a sample containing 211 employees from the sales offices and the customers was established for data collection. The data was analyzed through simultaneous regression. The results indicated that proper communication skills of the employees are generally related to the satisfaction of customers. The findings also indicated that verbal skills of the employees can highly predict customers satisfaction.