1. Self-introduction
NAME- HARI KRISHNA
BATCH- C4 (2013-14)
ASSESSOR- MRS. LATHA DIWAKAR
COURSE– FRANKFINN DIPLOMA IN AIRPOART GROUND
SERVICES
CENTER- KUKATPALLY (AP)

2. Acknowledgement
Any attempt at any level cannot be satisfactorily
completed without the support and guidance of
learned people. I would like to express my immense
gratitude to Mrs “LATHA DIWAKAR” for her constant
support and motivation that has encouraged me to
come with the presentation.
I am thankful to all other members of Frank Finn and
my classmates who have rendered their whole hearted
support to all times for the successful completion of
this presentation.

3. Presentation
On
Customer
Relationship
Management
service

4. FROM MY PROJECT work
I WENT TO VIJETHA SUPER MARKET
 DEFINE CUSTOMER AND CUSTOMER SERVICE. DESCRIBE
EXTERNAL AND INTERNAL CUSTOMER, WITH EXAMPLES FROM
THE PROJECT WORK. IDENTIFY DIFFERENT TYPES OF EXTERNAL
CUSTOMER…..* p +
 CUSTOMER :-
1. General: A party that receives or consumes products (goods or
services) and has the ability to choose between different products
and suppliers. See also buyer.
2. A person who buys goods or services from a shop or business is
known as customer.
 CUSTOMER SERVICE :Customer service is the service provided to customers before, during
and after purchasing
• There are two types of customers :• 1.) Internal customers
• 2.) External customers
• Internal customer: -Internal customer is known as workers in
an organization internal customers is a part of a business in an
organization.
• Example :- From my project work I went to vijetha super
market in that market the billing section was very strict to
check goods on delivery
• The sales persons are very helpful to searching the wanted
goods
• The security department is very good to check all customers.

5. • External customer: - external customers are like as those
people that actually visiting or buy items or services coming
from out sides is known as External customers.
• Example from my project work :• We went to the vijetha super market as an external customer,
we observed a very hygienic and clean environment.
• They get lots of discount on goods for external customer.
• The sales people treated us very well & politely.
• The sales people are very enthusiastic.
• And whatever questions I asked to the sales people were
answering properly.
• Loyal Customers: They represent no more than 20 percent of
our customer base, but make up more than 50 percent of our
sales.
• Discount Customers: They shop our stores frequently, but
make their decisions based on the size of our markdowns.
• Impulse Customers: They do not have buying a particular item
at the top of their “To Do” list, but come into the store on a
whim. They will purchase what seems good at the time.
• Need-Based Customers: They have a specific intention to buy a
particular type of item.
• Wandering Customers: They have no specific need or desire in
mind when they come into the store. Rather, they want a sense
of experience and/or community.

6. DEMONSTRATE THE METHODS/STRATEGIES USED TO
IDENTIFY THE CUSTOMER NEED. 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]
METHODS/STRATEGIES
This is important to consider when evaluating the customer loyalty
strategies because in the customer service echo-chamber there is a
lot of "hoo rah" about taking care of customers, but little discussion
on the business side of things.
At Help Scout, we do things differently; we're all about loving
customers, but we also aim to prove that great service is more than
just the right thing to do-It’salso good business sense.
• Identifying what customer needs
• There are different types of customers through which one can
Identify and confirm customer needs. Sales man will
observation, active listening to the customer, asking the
customer about what they want
• Listen to the customer. Pay attention to their words to
understand
• Why exactly he is approaching you. For example, a customer
who says, "I am checking the brands for XYZ"
• mainly Customer needs
 1. Friendliness
 2. Understanding and empathy
 3. Fairness

7.  4. Control
 5. Options and alternatives
 6. Information
 7. quality
 8. speed is secondary to quality
 I finding From my project
 I find some customers when I went to vijetha super market.
 Some customers are seeing for discount items.
 Some customers are searching for offers like buy one get one.
 Some customers are seeing brands on products.
 I asked one of their customer Ravi what you are expecting from
this market. Then he said mainly I want good quality, discount
& exiting offers on particular items are brands.

8. Identify, analyse the bottle neck of customer problem and
implementation of solutions to exceed the customer
expectations and enhance the customer satisfaction.
Correlate customer expectation. Customer satisfaction and
further, customer delight in the process…how do you think
customer perception is related to service evaluation?
[m2/m3]
analyse customer satisfaction customer delight and
customer retention [m2/m3]
• How to Identify Bottlenecks
of a customer
• Identifying bottlenecks start with yourself. Is there a routine or
situation that regularly causes stress in your day? These
frustrations can actually be a significant indicator that a
bottleneck exists somewhere.
• finding the bottle neck
• Flow Charts
• Example: - Use a flow chart to help you identify where
bottlenecks are occurred.
• For example:
• Step 1 – Goods are manufactured at the factory.
• Step 2 – Goods are loaded onto the truck.
• Step 3 – The warehouse is notified about the truck's arrival
time.
• Step 4 – The warehouse schedules a forklift for the expected
arrival time.

9. • Step 5 – The truck arrives at the warehouse, and unloading
starts.
• In this case, the delay occurred because Steps 3 and 4 were
missing, and this led to a long wait between Steps 2 and 5.
Creating the flow chart before investigating the problem would
have helped you quickly see where your process broke down.
• Solution for the customer problem
• Be a good listener.
• Identify and anticipate their needs.
• Make customers feel important and appreciated.
• Help customers understand your technology in as simple a
way as Appreciate the power of "Yes".
• Know how and when to apologize.
• Give more than expected, and give the unexpected.
• Get regular feedback from your customers.
• Never forget that the customer pays our salary and makes
your job possible.
• Treat staff well.
Customer satisfaction & customer delight
Customer satisfaction: - Customer satisfaction mean providing
service to the customer’s expectation
Customer expectation is the level of quality and/or service wants
before the commercial interaction or transaction occurs. While
customer satisfaction is how the customer feels after and regarding
the interaction or transaction.
Customer satisfaction is giving the customer something they expect
and it makes them happy.

10. • Customer delight :-Customer delight mean providing service
more than an customers expectation
• Customer delight is giving the customer something they never
expected but they value it highly once they have
• Principals of customer satisfaction & Delight
• customer Satisfaction & Delights are:
•
Listening, understanding and responding to Customers - often
in unique and creative ways
•
Setting concrete Standards of Service quality and regularly
measuring Performance against 100 % performance goal.
•
Selecting, training extensively in areas of knowledge and skills
to achieve service standards and rewarding Service
Accomplishments.
• customer perception is related to service evaluation
• Customer perception of a service or product is determined by
his emotions and impressions.
• I think that customer perception is related to service evaluation
why because customer are so many but there expectation are
same. LIKE
• Expectations
• Professionalism
• Behaviour
• The place where goods are bought or consumed can have an
effect on the customers' perceptions about the value and
quality of...

11. • Customer retention: - Customer retention is a cost-effective
and profitable business strategy that is imperative in today's
competitive economic environment.
• By definition customer retention is the activity a company
undertakes to prevent customers from defecting to alternative
companies. Successful customer retention starts with the first
contact and continues throughout the entire lifetime of the
relationship.
• Benefits of Customer Retention :• Increased revenue
• Lower customer acquisition costs
•
Increased referrals
Assess the different customer service skills that you noticed
(external & internal) during your project. Evaluate your own
aptitude towards serving another human being.
Demonstrate the customer handling skills with the example
in rather model (reliability, assurance, tangibles, empathy &
responsiveness) [d1]
External CUSTOMER:Miss pavithra she was works in 9 ceato company as HR and she is
regular to the vijatha super market and he said that he was regular
to this super market and also said that this supermarket is very good
and their response is very reasonable and there taking care of
customers is good. Since from 1 year she visiting this supermarket…..
Internal customer:The internal customers are very enthusiastic
There are very well groomed……

12. They’re very helpful to customers
They said that they are satisfied with their jobs………..
•
During the visit I noticed different customer service skills.
• As an external customer:-We went to the visit as an external
customer. First I noticed that the entrance procedure is very
good.
• The salespeople are good they are treated very well and first
they great every customer.
• The sales people know how to interact with the customer.
• Sales people are very helpful they helped me to find my choice.
I could see different counters for different goods.
• As an internal customer: - The internal customers I noticed are
very enthusiastic. They are very well groomed. They are very
helpful people. They were looking very satisfied with their job.
• EVALUATE YOUR OWN APTITUDE TOWARDS SERVING
ANOTHER HUMAN BEING…..(D1)
• In the service industry good communication, helpful
personality, polite behaviour is very important. For the
customer service industry, I think I have a polite behaviour to
survive here. I have a helpful nature. I know how to interact
with the people.
• But, my only drawback is my lack of communication skills.
• I am trying to improve my communication skills so that I
become fit to be in this service industry.
•
•
Reliability?
When we call someone or something reliable, we mean that they
are consistent and dependable. Reliability is also an important
component of a good psychological test. After all, a test would not
be very valuable if it was inconsistent and produced different results

13. every time. How do psychologists define reliability? What influence
does it have on psychological testing?
Assurance may refer to:
Assurance services, offered by accountancy firms to improve the
quality of information
Tangible:.perceptible by touch.
"The atmosphere of neglect and abandonment was almost
tangible"
Example:touchable, palpable, tactile, material, physical, real, substantial,corp
oreal, solid, concreteMore
Responsiveness:Employee’s willingness to help customers and their promptness in
providing service.
Empathy:The part of quality that is heartfelt. The quality elements that shows
the service personnel care about you and understand your
frustrations and needs.

14. IF YOU WERE IN THE PLACE OF THE SERVICE TO YOU
NOTICED IN THE PROJECT, HOW DIFFERENTLY WOULD YOU
RENDER SERVICE TO YOUR CUSTOMER? WHAT CHANGES
WOULD YOU TRY? BRINGING IN AND HOW WOULD YOU
IMPLEMENT 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 try to implement changes like promoting public
relation
• Increase the advertising methods etc………
• I would see that rare forms of business personally seen in the
other shops
• And sending the discount offers to customers by through sms
• For staff I will train much more skills to interact with customers
• I would motivate my employees to perform better, keep good
conditions like available exchange offer, discounts, free
samples, etc., etc.

15. • How would you handle an angry customer? Explain
with reasons.
[ d2 ]
• First of all I will listen the customer problem patiently.
• Then clarifying the customer problem like as a customer.
• Telling about the problem where it appears.
• Apologising to the customer for the inconvenience.
• I will try to understand the problem about to customer.
• I will give another option to solve the problem like giving
exchange option, more discount on goods, giving extra goods
on exchanging goods.
• I will sure finally 99.9% try to satisfy my customer.

16. • From the10 point barometer of customer perception
When I visit vijetha super market I find some points from
BAROMETER of customer perception
i.
ii.
iii.
iv.
v.
vi.
vii.
First of all the supermarket having so much of
communication.
Security is good to prevent wrong works from outside
customers
The market having Tangible to give confidence
Reliability to get things right first visit of customer
Understanding customer needs and concerns
Finally customer contact to service provider easily
They want to improve Responsiveness, Competence, Courtesy,
and Credibility.