ENHANCING CUSTOMER SERVICE & CUSTOMER

RELATIONSHIP AT TATA EXCLUSIVE STORES

A PROJECT REPORT

Submitted by

ADITI KOHLI

Roll No. 34

In partial fulfilment for the award of the degree

of

BACHELOR OF BUSINESS ADMINISTRATION

BALDEV INSTITUTE OF MANAGEMENT, TECHNOLOGY

AND SCIENCES, JAMMU

UNIVERSITY OF JAMMU

AUGUST-2008
 CHAPTER 1
 Group Profile
 Group Purpose
 Core Values
• Integrity
• Understanding
• Excellence
• Unity
• Responsibility
 The Ratan Revolution
• Objective
 Group Holding Structure

 CHAPTER 2
 Tata Tele Retail Business
 Senior Management
 Our Products
• Prepaid Mobiles
• Postpaid Mobiles
• VAS & other services
 Tata Indicom’s broad band
 Value Added Services
 Internet & Broadband

 CHAPTER 3
 Brand
 Branding approaches
• Brand Awareness
• Brand Promise
  Brand Management
 Principles of brand management
 Functions of brand
 Benefits of global branding
 Global brand variables
 Tata Indicom’s brand ambassadors
 Personal experience
• Wrap Up
• Retail Stores
• Visits

 CHAPTER 4
 Retailing
 Types of retail outlets
 General structure of retail outlets
 J&K retail stores
 Retail pricing
 Retailing in India
 Transfer mechanism
 Sales Techniques
 Customer Service
 Retail Sales
 Tata Indicom retail
 Major Indian retailers

 CHAPTER 5
 Introductions
 Objectives
 Details
 System integration
 Dash board
 Dashboard details
 Viewing record interactions
  Current outstanding

 New bill image

 Call wrap up
 Wrapping up the call
 Limitations of the Project
 Wrap up reports

 Scope
 Conclusion
 References