The document discusses a student's presentation on customer relationship management services. It talks about the support received from the faculty member Chanda Sindhwani in preparing the presentation. It then defines customer service and discusses the differences between external and internal customers. It also describes different types of external customers and methods for identifying customer needs and addressing bottlenecks. The document highlights skills needed for good customer service and evaluating one's aptitude for serving customers. It discusses customer satisfaction, expectation and delight.

1. CUSTOMER
 SERVICE

2.  NAME . Neeraj
 BATCH _H5
 ASSESSOR _CHANDA sindhwani
 CENTER _mg road GURGAON

3. We are very thankful to our faculty Ms “Chanda Sindhvani ” for
her strong support and guidance is to preparing the
presentation on ‘customer relationship management service’
(CRM). I am not Able to prepare this presentation with out our
faculty guidance.

4.  Customer service is the act of
taking care of the customer's needs
by providing and delivering
professional, helpful, high
quality service

5.  External customers are those who see your company mainly as a
provider of something they buy.
 Internal customers participate in your business by actually being
a part of it.
 Internal and external customers examples
 External and Internal Customers
 External and Internal Customers.
 An external customer is someone who uses the products or
services of the company but is not part of the organization. ...
 An Internal customer is someone who is directly connected to
an organization, for example stakeholders, employee or
shareholders.

6.  TYPES OF EXTERNAL CUSTOMERS
 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.

7.  METHODS/STRATEGIES
 • This is important to consider when evaluating the
customer loyalty strategies because in the customer service
echochamber 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's also good business sense.

8.  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"

9. 1. Friendliness
2. Understanding and empathy
3. Fairness
4. Control
5. Options and alternatives
6. Information
7. quality
8. speed is secondary to quality

11. • I fined some customers when I went to
bigbazaar.
• 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 are you
expecting from this market ? then he said mainly I
want good quality, discount & exiting offers on
particular items are brands

12.  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 ]
OR
 ANALYSE CUSTOMER SATISFACTION CUSTOMER DELIGHT
AND CUSTOMER RETENTION [ M2/M3 ]

13.  • 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.

14.  • 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.
 • 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.

15. • 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.

16. • Customer satisfaction :- Customer satisfaction mean
providing service to the customers 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.
• 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

17. • 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

18. • 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.
• 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...

20.  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)

24. • 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.

25. • 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.

26.  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

27. • 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.

28. 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 a other 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.

29. When I visit BIG BAZAAR I fined some points from
BAROMETER of customer perception 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, Credibility.

30. THANK YOU