Özet:

The intense customer employment interaction in the service enterprises affects the customer satisfaction, the effectiveness of improvement strategies and communication from ears to ears. The place of uninterrupted communication that has a specific language within the customer interaction of the employee is critical. Especially in the process of complaint management, the customer's requested answer does not seem possible to be given only by promise, the impact of speech communication, improvement strategies and customer's communication between themselves is inevitable. Because the majority of the existing studies are the subject of the complaint and the focus of the employers on oral expressions, this study, as a whole of the non-verbal communications components, has studied the relationship between improvement strategies and negative ear to ear communication. Among the results of the study, more than half of customers (60%) are responsible for the business as the source of error, interaction satisfaction is influenced by the excessive factor of empathy (reg. and de.39), that communication satisfaction is influenced by the sound factor (reg. and de.34) and from ears to ears communicating with the excess of empathy by the negative (reg. and de.37), and it was found to be affected.  The research will give light to literature and the industry in terms of emphasizing the importance of non-verbal communication.

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