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CHANGES IN ENVIRONMENT

• DEREGULATION
– NEW ENTRIES
– EXISTING PLAYERS CAN ENLARGE
SCOPE OF ACTIVITIES
– FEWER CONSTRAINTS
• GLOBALIZATION
• M & A ACTIVITY
• TECHNOLOGICAL DEVELOPMENTS
• CHANGING CONSUMER PROFILE.
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 WHY CUSTOMER CARE?

 TO FACE INCREASED COMPETITION,

 TO INCREASE OUR PRODUCTIVITY,
 TO SAVE OUR OPERATING COST,
 TO OBTAIN GAINS OF A SATISFIED
CUSTOMER,
 TO OBTAIN THEIR TRUST.
 TO SAVE OUR TIME AND ENERGY
 TO ENHANCE OUR REPUTATION.
 TO OBTAIN JOB SATISFACTION.
SERVICE INDUSTRY NEEDS…
 INTEGRATION OF CUSTOMER ,
TECHNOLOGY AND STAFF.
 IDENTIFICATION OF PROFITABLE
CUSTOMERS,UNDERSTANDING THEIR
NEEDS
 IMPROVING DELIVERY SYSTEMS AND
REDUCING TRANSACTION COST

IF WE DO NOT TAKE CARE OF THE CUSTOMERS

SOMEONE ELSE WILL
CUSTOMER RELATIONSHIP MANAGEMENT

 TO CREATE CUSTOMER LOYALTY.

 LOYALTY IS A EMOTIONAL
COMMITMENT OF A CUSTOMER IN
EXCHANGE OF HIS NEEDS BEING MET.
 THE KEY IS TO COLLECT,ANALYSE AND
TRACK CUSTOMER INFORMATION.
 THE OBJECT IS TO MAKE IT
WORTHWHILE FOR THE CUSTOMERS
TO STAY WITH US.
CUSTOMER RELATIONSHIP MANAGEMENT
 IT IS DEVELOPMENT AND MAINTENANCE OF
MUTUALLY SATISFYING LONG-TERM
RELATIONSHIPS.
 IT IS MORE EXPENSIVE TO WIN A NEW
CUSTOMER THAN TO RETAIN AN EXISTING
CUSTOMER.
 BUILDING LONG TERM RELATIONSHIP IS BASED
ON CONCERN, TRUST, COMMITMENT AND
SERVICE.

DEFINING CRM:
WHAT IS DONE FROM CUSTOMER’S POINT OF
VIEW RATHER THAN WHAT IT IS.
CONCERN MEANS SHOWING EMPATHY AND
UNDERSTANDING TOWARDS HIM

TRUST AND COMMITMENT ARE KEYS TO PROMOTE

EFFICIENCY,PRODUCTIVITY AND EFFECTIVENESS.

TRUST BRINGS A FEELING OF SECURITY

REDUCES UNCERTAINTY AND CREATES
A SUPPORTIVE CLIMATE.

BUILDING RELATIONSHIP REQUIRES

A COMMITMENT TO PROVIDE
RELIABLE AND HIGH QUALITY SERVICE.
CUSTOMER CARE
COMPRISES OF.....
JOB KNOWLEDGE

 LISTENING SKILL

 COMMUNICATION SKILL

COMPLAINTS HANDLING

ASSERTIVENESS
 WHAT KNOWLEDGE ?

 YOUR PRODUCTS ( SCHEMES).

 THEIR BENEFITS TO THE
CUSTOMER.
 YOUR SYSTEMS AND PROCEDURES.
 THE NETWORK OF STAFF WITH
WHOM A CUSTOMER HAS TO DEAL.
WHAT IS MEANT BY LISTENING ?

 LISTENING MEANS BEING ATTENTIVE

AND SHOWING IT.
 IT INVOLVES ABSORBING AND
INTERPRETING NON VERBAL MESSAGES.
 IT MEANS NOT HEARING BUT
“UNDERSTANDING WHAT IS SAID.”
 NOT LISTENING MEANS REJECTING THE
COMMUNICATOR.
 HEARING IS A PHYSICAL ACTIVITY BUT
LISTENING IS A THINKING ABILITY.
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HOW DO YOU FEEL WHEN YOU
ARE NOT LISTENED?
 NEGLECTED,
 REJECTED,
 UNIMPORTANT,
 IGNORED,
 WORTHLESS,
 DEMOTIVATED,
 DISHEARTENED
 LET DOWN
 HOW WE COMMUNICATE
WITH OUR CUSTOMERS ?

 BY WORDS………….. 7 %
 BY HOW WE SAY… 38 %
 BY OUR BODY LANGUAGE . 55% !
 OUR PUBLIC IMAGE IS AFFECTED BY..

 THE BODY LANGUAGE OF STAFF,

 SPEED OF OUR RESPONSE,
 OUR EAGERNESS TO SERVE THE
CUSTOMER,
 CUSTOMER MEETS,
 MEDIA COVERAGE,
 PRODUCT UPGRADATION.
WHAT IS ASSERTIVENESS?
 IT IS A MODE OF BEHAVIOUR WHICH
HELPS ONE TO EXPRESS HIS
FEELINGS/NEEDS/OPINIONS WHILE
RESPECTING FEELINGS / NEEDS /
OPINIONS OF OTHERS.
 IT LIES IN BETWEEN THE BEHAVIOUR OF BEING
PASSIVE TO BEING AGGRESSIVE.
 IT DEPENDS ON ONE’S BELIEFS,
WORDS AND PHRASES ONE USES
AND THE WAY HE DELIVERS THESE
WORDS--THE BODY LANGUAGE! 21
 BEING ASSERTIVE
 IT MEANS SOLVING PROBLEMS AND NOT
DEFEATING OTHER PERSON .
 IT MEANS THAT THE OTHER PERSON HAS A RIGHT
TO ASK AND YOU HAVE A RIGHT TO REFUSE AND
VICE-VERSA.
 IT MEANS SAYING “NO” WITHOUT GIVING
EXCUSES / APOLOGIZING OR JUSTIFYING ONE
SELF.
 IT ALSO MEANS SELF DISCLOSURE---EXPRESSING
YOUR FEELINGS AND WANTS HONESTLY
WITHOUT BEING EMOTIONAL.
 SOME QUOTES...

 CUSTOMER IS BUSINESS,
 BUSINESS IS PEOPLE,
 PEOPLE ARE CUSTOMERS.

CUSTOMER IS THE PROFIT

EVERYTHING ELSE IS
OVERHEAD
 INTERPERSONAL
RELATIONSHIPS---- BETTER WAY

SIX IMPORTANT WORDS “I ADMIT I MADE A MISTAKE”

FOUR IMPORTANT WORDS “ WHAT IS YOUR OPINION”

TWO IMPORTANT WORDS “THANK YOU”
ONE M,OST IMPORTANT WORDS “WE”
ONE LEAST IMPORTANT WORDS “I”
GOOD CUSTOMER
SERVICE IS THE
PRODUCT OF
CLOSE
ATTENTION TO
IMPORTANT
SMALL DETAILS.