Customer Relationship Management

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By: sandeepnegandhi (120 month(s) ago)

PL SEND ME THIS PRESENTATION ON MY E-MAIL ID:- atul.jmn.ccm1@marutidealers.com

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1 Welcome

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2 Customer Relationship Management From (India, Pune) SUNRISE TRAINING INSTITUTE

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3 Customer Relationship Management WHO is a CUSTOMER?

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4 What is CUSTOMER SERVICE ?

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5 ATTENTION INFORMATION EXECUTION 1. CUSTOMER SERVICE IS ……. COUNTER SERVICE 2. CUSTOMER SERVICE IS ……. EGO MANAGEMENT 3. CUSTOMER SERVICE IS ……. LISTENING INTENTLY 4. CUSTOMER SERVICE IS …….. PROPER COMMUNICATION 5. CUSTOMER SERVICE IS ……. S M I L E

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6 S M I L E LEADS TO MORE BUSINESS AND MORE PROFIT CAN YOU JUST IMAGINE WHAT IS THAT CUSTOMER LOOKING FOR ? Answer is very SIMPLE “--- RECEIVED VALUE IS MORE THAN THE PRICE. “ SMILE IS A CURVED LINE WHICH MAKES EVERYTHING STRAIGHT

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7 A SATISFIED CUSTOMER IS THE BEST AND MOST ECONOMICAL ADVERTISEMENT THEREFORE CUSTOMER SATISFACTION IS AFFORDABLE , AND,OF COURSE , P R O F I T A B L E

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8 Aspects of any Organization

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9 SOME IMPORTANT THOUGHTS ON CRM Rise and fall of any Organization can be traced to its knowledge of its Knowledge or Ignorance of Customer Needs. Identify your DIS-SATISFIED Customers. They are the best Teachers. Organization will be benefited by their input.

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10 If you are not getting Complaints it does not mean everything is OK.. May be he is accepting your bad service under some compulsion and waiting for a chance to leave you. If you manage to get his ideas it will help you to improve service for all customers. The manner in which you say “NO” matters a LOT. Learn the Art of saying “NO”. It should NOT mean NEVER. It should Convey NOT for the PRESENT ONLY.

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11 REMEMBER that Every Customer feels that he is Great. He is very Intelligent, Wise and Cleve and not a FOOL. It is human Nature. ( Even you and me are not Exception ). IF YOU ALLOW him to Continue to enjoy that Feeling , YOU WILL CONTINUE TO EARN PROFITS. We talk so much about QUALITY. After all what is Quality ?Quality means doing SMALL THINGS PROPERLY

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12 Problems in the world will always increase , therefore, I should increase my capacity to deal with problems. Before performing any task , stop for a moment, think of the effect it will have and then begin. Respect the ideas of others, they will soon turn to be your helpers.

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13 If you care for yourself only others will begin to care less for you. If I keep the weakness of others in my mind , they soon becomes part of me. To use foul language means that I am not intelligent enough to find better words.

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14 Your thoughts, speech and actions will bear a seal of full confidence if you are sincere in all your tasks. Your conscience is your good friend, listen to it more often. YOU cannot change Time, Realize that it is time to change. PLEASE NOTE THAT - IF YOU ARE NOT TAKING PART IN THE COMPETITION YOU ARE CREATING MORE COMPETITION FOR YOURSELVES.

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15 MORAL of the story is YOU all together can change the present position and achieve success for your Organization.

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16 MAHATMA GANDHI ON CUSTOMER SERVICE A CUSTOMER IS THE MOST IMPORTANT VISITOR ON OUR PREMISES. 2. HE IS NOT DEPENDENT ON US. 3. WE ARE DEPENDENT ON HIM. 4. HE IS NOT AN INTERRUPTION OF OUR WORK. 5. HE IS PURPOSE OF IT.

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17 6. HE IS NOT AN OUTSIDER ON OUR PREMISES. 7. HE IS PART OF IT. 8. WE ARE NOT DOING A FAVOUR BY SERVING HIM.HE IS DOING A FAVOUR TO US BY GIVING US AN OPPORTUNITY TO DO SO.

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