This document is a presentation on customer relationship management submitted by Hricha Dhungel. It contains an introduction to CRM, tasks on defining key terms like customer and customer service, analyzing customer needs and satisfaction levels during a visit to Big Bazar store, skills for customer service, and how to handle angry customers. The presentation concludes with lessons learned on customer retention and a bibliography.

1. PRESENTATION ON
CUSTOMER RELATIONSHIP
MANAGEMENT
Submitted to : Mr. Jaidev Singh Jolly
Submitted on : 29th Oct 2018
Center :Vikas Marg, Delhi
Year :2017-2018
Submitted by :
Hricha Dhungel

2. CONTENTS
 ACKNOWLEDGEMENT
 INTRODUCTION
 TASK : P
 TASK : M1
 TASK : M2
 TASK : M3
 TASK : D1
 TASK : D2
 TASK : D3
 CONCLUSION
 BIBLIOGRAPHY

3. ACKNOWLWDGEMENT
I am very thankful to Frankfinn Institute & very grateful for the strong support
and guidance provided to me by my Customer Relationship Management
teacher Mr. Jaidev Singh Jolly Who helped me in preparing this assignment, I am
very thankful to him for the same.

4. INTRODUCTION
CRM, or Customer relationship management, is a number of strategies and
technologies that are used to build stronger relationships between companies
and their customers.

5. TASK - P

6. CUSTOMER
A person or organization that buys goods or services from a store or other
business.

7. CUSTOMER SERVICE
It is a help or service which is provided to customers before they buy products, at
the time of purchase and also after they bought the product.

8. EXTERNAL CUSTOMER
Whoever going to an organization or a shop to purchase for their needs is called
an external customer.

9. INTERNAL CUSTOMER
Whoever works in the organization are called internal customers.

10. AS A PART OF PROJECT I WENT TO
“ BIG BAZAR “

11. FOR MY PROJECT
Most of the external customers to Big Bazar
are
 Ladies, especially those who work around
 Students from the nearby schools and
institutes
Most of the internal customers are,
 Most of the staff stay in a nearby hostel.
 They are so helpful to each other.
 They have good relationship.

12. TASK – M1

13. BASIC NEEDS OF CUSTOMER
Basic needs of a Customer Best service,
which includes –
 Friendliness
 Empathy
 Knowledge and Information
 Alternatives and Options
 Fair Treatment
 Good and long lasting quality

14. FOR MY PROJECT I FOUND SOME OF THESE
I found some of these
 Friendliness
 Empathy
 Options were there but less
 Good quality
 Fair treatment

15. MY EXPECTATION WHEN I WENT AS A CUSTOMER
 Customer friendly staff
 Safety and security
 Trusted products
 Ready response
 Good service overall
 More options

16. MY NEEDS WERE SATISFIED BUT I AM NOT DELIGHTED
 The staffs were friendly but they were
not so understanding.
 There were some items about which
they couldn't give us detailed
information.
 Place was Safe but not so tidy.
 They don't help us until we ask for
them.
 Thus some of my expectations
remained as expectations.

17. TASK – M2

18. THREE PHASES
 Expectation
When customers come to a shop or an
organization, they might have expectation.
 Satisfaction
This is the stage when customers meet their
expectations.
 Delight
When the customers get more than what they
expected, then its known as delight. This is what
every organization should aim.
 During my visit I am just satisfied.

19. CUSTOMER PERCEPTION IS SERVICE EVALUATION
 Reliability
 Responsiveness
 Competence
 Access
 Courtesy
 Communication
 Security
 Understanding
 Tangible
 Credibility

20. TASK – M3

21. CUSTOMER SATISFACTION
 Organizations are increasingly interested
in retaining existing customers while
targeting non-customers.
 Measuring customer satisfaction provides
an indication of how successful the
organization is at providing products
and/or services to the marketplace.

22. CUSTOMER DELIGHT
 Delighted customers are those where you
anticipate their needs, provide solutions
to them before they ask and where you
are observing to see if new and/or
additional expectations are about ready
to be required.
 Customer delight brings customers
coming back for more. It causes new
customers to come.
 Customer Delight may be the difference
between success or failure.

23. CUSTOMER RETENTION
 Customer retention refers to the
activities and actions companies and
organizations take to reduce the number
of customer defections.
 The goal of customer retention
programs is to help companies retain as
many customers as possible, often
through customer loyalty and brand
loyalty initiatives.

24. TASK – D1

25. DIFFERENT CUSTOMER SERVICE SKILLS I FOUND ARE
 Customer friendliness
 Responsiveness
 Communication
 Empathy
 Time management
 Situation Evaluation and Analysis
 Listening skill
 Inter personal relationship

26. CUSTOMERS WILL USUALLY COME BACK IF
 Your keep your promises
 You are willing to help
 You inspire confidence
 Your treat customers as individuals
 You make it easy for customers to do business with you
 All the physical aspects of your product or service give a favorable impression

27. MY SKILLS
 Helping nature
 Understanding
 Empathy
 Fair treatment
 Patience
 Acting according to situation
 Honesty

28. TASK – D2

29. ME AS AN SERVICE PROVIDER
 I make sure that I know everything
about what I am selling.
 I will approach the customer before he
asks for help.
 Give him/her reliable products.
 I focus and aim for Customer delight

30. THINGS I WOULD LIKE TO CHANGE
 I would like to give more concentration on cleanliness and hygiene of the place
 I would like to keep a suggestion box, so that we could come to know more
about customers demand.
 I would put a "display board" which will be easy for customers to find out where
is the product they are looking for.

31. TASK – D3

32. I WOULD HANDLE ANGRY CUSTOMER BY
1. Remaining calm. When a customer starts yelling or being otherwise rude, there is
nothing to be gained by responding in a similar manner. In fact, that will probably
escalate hostilities. Maintaining control of yourself, even if the customer’s tirade
makes you feeling like yelling yourself.
2. By not taking it personally. Remember, the customer is not angry with you, they
are displeased with the performance of your product or the quality of the service you
provide. Your personal feelings are beside the point.
3. Using my best listening skills. The first thing an angry customer wants is to vent.
To do so, they need someone to listen—and, for better or worse, you are that
person. Listening patiently can defuse a situation, as long as the customer feels
acknowledged in his or her complaint. Hear them out. When they are done talking,
summarize what you’ve heard and ask any questions to further clarify their
complaint. Body language can be critically important here. Keep eye contact. Stand
or sit up straight. Keep your arms uncrossed. Show how closely you’re paying
attention to their problem.

33. CONTD..
4. Actively sympathize. After the customer vents, he wants to know you understand
where he’s coming from and how he or she feels. Express sympathy for their
unpleasant customer experience. Respect and understanding go a long way toward
smoothing things over.
5. Apologize gracefully. Whether the customer’s complaint is legitimate or not is
really irrelevant. If you want her to stay a customer, you need to express an apology
for the problem they are having (or perceive to be having). A simple, straightforward
statement is often all that’s needed: “I’m sorry you’re not happy with our product.
Let’s see what we can do to make things right.”
6. Try to Find a solution. Once you understand why the customer is unhappy, it is
time to offer a solution. Ask him what he feels should be done or put forward your
own fair and realistic answer to the problem. In most cases, that’s all the customer is
looking for—and may result in providing some degree of satisfaction.

34. CONCLUSION
 I would like to conclude by saying that I feel some Big changes in me
because of modules which I learnt in Customer Relationship
Management.
 I got a clear idea of how to manage and retain a customer and what
actually are the different customer service skills that are essential.

35. BIBLIOGRAPHY
 Frankfinn CRM module
 www.customerservicemanager.com
 www.merinews.com
 www.tracktrainingservices.co.uk