frankfinn Crm presentation Sheik naaz


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frankfinn Crm presentation Sheik naaz

  1. 1. <ul><li>Name – Navas </li></ul><ul><li>Batch - L4 </li></ul><ul><li>Assignment – customer relationship management. </li></ul><ul><li>Faculty name – MS. NEHA ARORA </li></ul><ul><li>9029262633 </li></ul><ul><li>[email_address] </li></ul>
  2. 2. Customer – They are people that actually by product and services from your company derive profit. Customer service – Customer service is the service of delivering the products or goods to the customer personality which includes hotels , airlines , banks, schools , and hospitals. Good customer service is all about bringing customers back. DEFINE CUSTOMER AND CUSTOMER SERVICE . DESCRIBE EXTERNAL AND INTERNAL CUSTOMER , WITH EXAMPLES FROM THE PROJECT WORK……(P)
  3. 3. <ul><li>Example – </li></ul><ul><li>Where we went to the visit there were no benefits for external customers . </li></ul><ul><li>And no discount for external customers . </li></ul>Internal customer – Internal 'customers' are said to be the people in your company or perhaps a partner that you provide your services to in order to deliver your company's products or services.  There are two types of customers:-
  4. 4. <ul><li>External customer –External customers are said to be those people that actually buy your company's products or services. This customer is also called new customer . This customer does not belong to any organization is called external customer. </li></ul><ul><li>Example - </li></ul><ul><li>We went to the Reliance Energy food bazaar as an external customer, we observed a very hygienic and clean environment . </li></ul><ul><li>They get lots of discount for an external customer . </li></ul><ul><li>The sales people treated us very well and politely . </li></ul><ul><li>The sales people are very enthusiastic. </li></ul><ul><li>And whatever questions we asked the sales people were answering properly. </li></ul>
  5. 5. <ul><li>Basic needs of customer:- </li></ul><ul><li>Customers always want the salesperson to treat the customers well. So, the sales person should be polite and smiling on the face. </li></ul><ul><li>The salesperson should be quick answerable so that if the customer asks for any information they give quickly. </li></ul><ul><li>Sales people should be enthusiastic. </li></ul><ul><li>Improve quality or customer service . </li></ul><ul><li>Customers want creativity.i.e.(they expect something new.) </li></ul><ul><li>Everything should be in one place for example- clothes, gift items , cosmetics , food items, accessories, etc. </li></ul><ul><li>Eagerness to show the product, should be able to market the product intelligently . </li></ul><ul><li>Customer needs something new and different everytime . </li></ul>ANALYZE AND DISCUSS THE BASIC NEEDS OF A CUSTOMER AND PRESENT YOUR FINDINGS ON THE SAME FROM THE PROJECT THAT YOU HAVE DONE…..(M1 / M3)
  6. 6. <ul><li>The sales person should be good . </li></ul><ul><li>Good communication skills. </li></ul><ul><li>Good quality and good ambience. </li></ul><ul><li>Discounts and good offers. </li></ul><ul><li>Play room for small children so the mother can do shopping easily . </li></ul><ul><li>There should be a complain book and suggestion book. </li></ul><ul><li>IN THE VISIT WHAT IS OUR NEED:- </li></ul><ul><li>In the visit we want the sales person to be polite and have a smiling face. </li></ul><ul><li>The sales person should know all the information about every product . </li></ul><ul><li>When we talk with the sales person he/she communicate properly . </li></ul><ul><li>We expect very good discount and good offer. </li></ul><ul><li>If we can get something more than their regular services, it would be pleasurable. E.g.:-Something free. </li></ul>
  7. 7. DISCUSS THE DIFFERENT WAYS YOUR EXPECTATION AS A CUSTOMER WERE MET NOT MET DURING YOUR VISIT TO THE RESPECTIVE OUTLET , FOCUSING ON CUSTOMER SATISFACTION . <ul><li>During the visit following my expectations:- </li></ul><ul><li>During the visit I expected good communication skills . </li></ul><ul><li>A sales person should be a well groomed and presentable and have a smiling face. </li></ul><ul><li>I want the sales person to understand my needs and show me what I want. </li></ul><ul><li>As an external customer we didn't have to waste much time in the line. </li></ul><ul><li>There should be a complain book and a suggestion book. </li></ul><ul><li>A good discount . </li></ul><ul><li>After the visit my expectation is full filled and I am satisfied. </li></ul>
  8. 8. <ul><li>My some expectations were not fulfilled:- </li></ul><ul><li>during the visit I expected everything in one place. </li></ul><ul><li>I expected a play station for kids. </li></ul><ul><li>Help Desk Service Support was not available. </li></ul><ul><li>CORRELATE CUSTOMER EXPECTATION , CUSTOMER SATISFACTION AND FURTHER , CUSTOMER DELIGHT IN THE PROCESS….. </li></ul><ul><li>In the hospitality and aviation industry customer service is very important . That is why we call a customer the King and it is also very important to make a customer happy. </li></ul><ul><li>In the customer service process company takes the first step called advertisement for more people to get attracted to their company /organization they take celebrity help. </li></ul><ul><li>This advertisement through companies try to put a good impression on the customer so that the customer should visit again and again. </li></ul>
  9. 9. <ul><li>Before visiting the shop the customers are very excited and they expect something new and good . </li></ul><ul><li>When the customer visits the shop the company tries it’s level best to try to give the customer a ‘WOW’ feeling. </li></ul><ul><li>Customer delight is doing what they haven’t even imagined. </li></ul><ul><li>After visiting the shop when the customer uses the product that time whatever they want they should get. That time the customer feels satisfied . </li></ul><ul><li>Customer satisfaction will help to gain customer loyalty, and customer loyalty will help to build more profit. </li></ul>HOW DO YOU THINK CUSTOMER PERCEPTION IS RELATED TO SERVICE EVALUATION ?.........(M2/M3) Customer perception Customer perception can be defined as putting a long lasting impression on the customer so that the customer becomes eager to visit the place again and again.
  10. 10. <ul><li>According to me, Customer perception is totally related to service evaluation:- </li></ul><ul><li>Perception means an image that gets created even by the smallest work done by the employees. Service evaluation means the proper functioning of the services. </li></ul><ul><li>Every Customer who enters the mall is constantly evaluating( judging) the services. </li></ul><ul><li>Therefore a positive impression is very necessary to create a loyal i.e. a guaranteed customer which actually directly or directly promotes the main aim i.e. Business. </li></ul><ul><li>Good service always leads to a positive Customer Perception. </li></ul>
  11. 11. ASSESS THE DIFFERENT CUSTOMER SERVICE SKILL THAT YOU NOTICED (EXTERNAL AND INTERNAL) DURING YOUR PROJECT. <ul><li>During the visit I noticed different customer service skills. </li></ul><ul><li>As an external customer </li></ul><ul><li>We went to the visit as an external customer. First I noticed that the entrance procedure is very good . </li></ul><ul><li>The salespeople are very good they are treated very well and first they great every customer. </li></ul><ul><li>The sales people know how to interact with the customer. </li></ul><ul><li>Sales people are very helpful they helped me to find my choice. </li></ul><ul><li>I could see different counters for different goods. </li></ul>
  12. 12. <ul><li>As an internal customer:- </li></ul><ul><li>The internal customers I noticed are very enthusiastic. </li></ul><ul><li>They are very well groomed . </li></ul><ul><li>They are very helpful people. </li></ul><ul><li>They were looking very satisfied with their job. </li></ul><ul><li>EVALUATE YOUR OWN APTITUDE TOWARDS SERVING ANOTHER HUMAN BEING…..(D1) </li></ul><ul><li>In the service industry good communication , helpful personality , polite behavior is very important . </li></ul><ul><li>For the customer service industry, I think I have a polite behavior to survive here. </li></ul><ul><li>I have a helpful nature . </li></ul><ul><li>I know how to interact with the people. </li></ul><ul><li>But, my only drawback is my lack of communication skills. </li></ul>
  13. 13. <ul><li>I am trying to improve my communication skills so that I become fit to be in this service industry. </li></ul>IF YOU WERE IN THE PLACE OF THE SERVICE PROVIDER THAT YOU NOTICED IN THE PROJECT, HOW DIFFERENTLY WOULD YOU RENDER SERVICE TO YOUR CUSTOMER ? WHAT CHANGE WOULD YOU TO TRY BRINGING IN AND HOW WOULD YOU IMPLACEMENT THE SAME ? ……(D2/D3) If I was in the place of the service provider I would firstly try to give more benefits to my employees, so that they don’t feel that all the benefits are only available to the customers and not to them. I would motivate my employees to perform better, keep good conditions like available exchange offer, discounts, free samples,etc.etc. I would try to handle the, HANDLE WITH CARE customers well.
  14. 14. <ul><li>I would try to implement changes like promoting public relation, increase advertising methods etc. </li></ul><ul><li>I would also use this rare form of business which I have personally seen in malls that is sending discount offer sms’s to their customers. </li></ul>
  15. 15. <ul><li>THANK YOU </li></ul>