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Customer Relationship Management


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








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








Fundamental
Simple
Daily
Time oriented
Persevering
Specific
C
U
S
T
O
M
E
R

-

Caring
Understanding
Sincerity
Trust Building
Orientation on Customer
Minus Manipulation
Extra Mile
Return of the Customer









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



Communication
Relationship









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




Understanding the Customers point of View
during complaints
Viewing Complaints as OPPURTUNITIES









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
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Customer Relationship Management