Communication in External Customer ’ s Relations within Organisations that Have Implemented a Quality Management System

The purpose of this paper is to underline the special role communication has to play in the insurance of customer satisfaction within service providing organisations in the automobile repairs industry. Generally, communication represents a complex process of information delivery, for influencing and changing communication partners’ behaviour and attitudes. Customers today observe, in detail, the way in which the organisations’ staff approach communication and make a constant evaluation of their actions from a ‘customer oriented empathy’ point of view. Customers want that the services they benefit from to be high quality services, to inspire safety and, last but not least, to show our empathy.