Customer Relationship Management

Customer service means providing a Quality Product/Service, that satisfies the needs/wants of a customer and keeps them coming back.

What is meant by Customer Service

Continued success Increased profits Higher Job Satisfaction Improved Organization Morals Better Teamwork Market Expansion

Benefits of Good Customer service

Fundamental Simple Daily Time oriented Persevering Specific

Customer Service Aspects

C - CaringU - UnderstandingS - SincerityT - Trust BuildingO - Orientation on CustomerM - Minus ManipulationE - Extra MileR - Return of the Customer

Elements of CRM

Friendliness : Courtesy/ Politeness Empathy : Appreciation of their wants/needs Fairness: Adequate attention / Reasonable

answers Control : Needs to influence the outcome Alternatives: Choice and flexibility Information: Information in a pertinent and time

sensitive manner

What does the Customer want?

Communication Relationship

Two Critical areas in CRM

Listening Eye contact Tone Quick Response Customer friendly language Helping him to decide Sincere apology for mistakes

Techniques in CRM

Understanding the Customer’s point of View during complaints

Viewing Complaints as OPPURTUNITIES

Techniques in CRM ( continued)

Pick up in three rings Greet with “ Hello/ Good Morning” Give your name Ask “ How may I help You” Ask while putting on hold/ transfer Ensure effective communication End with a positive note

Telephone Etiquettes

Thank you!!!