Without customers, a business is dead. Customers must be kept happy and satisfied. Communication between employees and customers is key to achieving this.
Employees must communicate well with customers. They must give customers the information they need in a way that encourages the customers to buy the product and to feel good about their relationship with the firm. Employees must also do a good job of listening to customers. They must pay attention to what customers like and do not like. This will allow them to serve the customers better. It will also allow them to give feedback to their bosses with regards to what the firm could do to make customers happy.
Communication between employees and customers is important because it is a key to good customer relations and good customer relations allow a firm to remain profitable.