Customer Relationship Management
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Customer service means providing quality products and services that satisfy customer needs and wants to keep them coming back. This leads to continued success, increased profits, higher job satisfaction, improved organization morals, better teamwork, and market expansion. Key aspects of customer service include being fundamental, simple, daily, time-oriented, persevering, and specific. It also involves caring, understanding, sincerity, trust-building, orientation on the customer, going the extra mile, and earning customer return. Effective communication and relationships are also important.
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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.
- 3. Continued success Increased profits Higher Job Satisfaction Improved Organization Morals Better Teamwork Market Expansion
- 5. C U S T O M E R - Caring Understanding Sincerity Trust Building Orientation on Customer Minus Manipulation Extra Mile Return of the Customer
- 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
- 8. Listening Eye contact Tone Quick Response Customer friendly language Helping him to decide Sincere apology for mistakes
- 9. Understanding the Customers point of View during complaints Viewing Complaints as OPPURTUNITIES
- 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