Customer Relationship Managment, its benefits, its elements, Critical Areas and Techniques.

2. 
Customer service means providing a Quality
Product/Service, that satisfies the needs/wants of
a customer and keeps them coming back.

3. 
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Continued success
Increased profits
Higher Job Satisfaction
Improved Organization Morals
Better Teamwork
Market Expansion

4. 
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Fundamental
Simple
Daily
Time oriented
Persevering
Specific

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

6. 
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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

7. 
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Communication
Relationship

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

9. 
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Understanding the Customer’s point of View
during complaints
Viewing Complaints as OPPURTUNITIES

10. 
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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