Customer relation management

Customer relation management

• 1.
  Customer Relation Management
• 2.
  Pass Question 1.Define Customer: “ACustomer is the most important visitor in our premises. He is not dependent on us. We are dependent on him”.
• 3.
  Internal and External Customer InternalCustomer is a person who gives a service to the Customer who buys a things from him. External Customer is a person who receives a service from Internal Customer.
• 4.
  Merit1&3 2.Needs of aCustomer 1.Friendliness 2.Understanding and empathy 3.Fairness 4.Control 5.Options and alternatives 6.Information
• 5.
  1.Friendliness: Friendliness is themost basic of all Customers needs. We all want to acknowledged and welcomed by someone who sincerely is glad to see us. 2.Understanding and Empathy: Understanding and Empathy Customers need to feel that the service person understands their circumstances and feelings without criticism or judgment. 3.Fairness: We all need to feel we are being treated fairly.
• 6.
  4.Control: Control represents theCustomers need to feel they have an impact on the way things turn out. 5.Options and Alternatives: Customers need to feel that other avenues are available to getting what they want accomplished. 6.Information: “Tell me, show me everything!” Customers need to be educated and informed about our products and services, and they don’t want us leaving anything out! So they don’t want waste precious time doing homework on their.
• 7.
  I had findthe basic needs of a Customer in my project is: 1.Friendliness 2.Understanding and Empathy 3.Fairness 4.Options and Alternatives and 5.Information
• 8.
  Merit2&3 3.My expectations asa Customer were met/not met: The things that I have met as I am a Customer: Good Product Polite Positive Feedback Smile Patient Respective Not Met: No exchange
• 9.
  4.Different customer Service skillswhich I noticed in the project Patience Attentiveness Clear Communications Skills Knowledge of the Product Ability to Use “Positive Language” Goal Oriented Focus Ability to Understand the Customers
• 10.
  D2&3 If I werein the place of service provided. The changes I would like to try? Giving Discount To Customers Good Time Management Skills Basic Acting Skills Clear Communication Knowledge About Product