Customer Relationship management is the strongest and the most efficient approach in maintaining and creating relationships with customers. http://www.xsinfosol.com/other-products/smart-crm

1. Customer Relationship Management

2.  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

3.  Continued success
 Increased profits
 Higher Job Satisfaction
 Improved Organization Morals
 Better Teamwork
 Market Expansion
Benefits of Good Customer service

4.  Fundamental
 Simple
 Daily
 Time oriented
 Persevering
 Specific
Customer Service Aspects

5. C - Caring
U - Understanding
S - Sincerity
T - Trust Building
O - Orientation on Customer
M - Minus Manipulation
E - Extra Mile
R - Return of the Customer
Elements of CRM

6. ●
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?

7.  Communication
 Relationship
Two Critical areas in CRM

8.  Listening
 Eye contact
 Tone
 Quick Response
 Customer friendly language
 Helping him to decide
 Sincere apology for mistakes
Techniques in CRM

9.  Understanding the Customer’s point of View during
complaints
 Viewing Complaints as OPPURTUNITIES
Techniques in CRM ( continued)

10.  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

11. Thank you!!!