A business is meant to deal with the public. So, it is very important that the company or the business venture has a wing devoted to public relations. Otherwise, there will be lots of scope for communication problems and misunderstandings as well.
Trained executives who know how to deal with the customers are a blessing to the company. Not all people will be pleased with the company's policies. There will be some who find fault whatsoever and no matter how well they are served. So, it is imperative that there are employees in the public relations department who know how to please these irate customers and even bring back those who are ready to leave or break ties.
A business will grow only if the present customers are retained and there is scope for new ones. Keep this in mind irrespective of the position of the company and this is true of both a small scale business or a large scale chain.
This is based on my experience as a public relations officer for Asianet
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