Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
MANAGEMENT
Assessment
Joe Simon
D2
A.H.T.M.
ACKNOWLEDGMENT
• Let me take this opportunity to thank
Mr.Murali Nair for his sincerity in helping me
understand the values for satisfying and
managing a customer which has helped me to
conclude my study on the topic ‘customer
relation management’ by presenting this
assessment based on the same in which I have
included various important points.
CONTENTS
• Customer Service
• Customer needs and methods to identify
customer need.
• Customer satisfaction, delight and retention.
• Customer service skills.
• Problems of customers.
• Handling an angry customer.
• Rater model of customer handling.
• Conclusion
• Bibliography
INTRODUCTION
• Customer relationship management (CRM) is
a widely implemented strategy for managing a
company’s interactions with customers, clients
and sales prospects.
• It involves using technology to
organize, automate, and synchronize business
processes—principally sales activities, but also
those for marketing, customer
service, and technical support.
• The overall goals are to find, attract, and win
new clients, nurture and retain those the
company already has.
Define a customer and customer
service. Describe external and
internal customers with examples
from the project work.
• Customers being the asset to any
industry, one planning to work as a part of
customer service / care sector should know
the basic definition of a customer.
• Customer : is the user of a service which you
provide. He is the so called King of the
industry as he is the one paying for your
salary.
• Care : It is the Assistance, Care, Interest or
Emotion given to the customer from the side
of the customer care employee.
• Thus we have learnt the basic definition of the
words “customer care”. We need to
implement it during our work while serving a
customer with utmost care and pleasure.
• All our customers have to be customer
focused and customer driven as “The
Customer is Queen / King.”
• It simply means that we have to give such
great value and respect to the customers since
they are the one who have a big share in
holding the organisation’s name which favours
us in future.
• Customers are of different types, namely :
• External customers and Internal customers.
• External customers are the customers who
comes from outside and proceeds into a
specific organization to use and seek the
benefits that it offers.
• Internal customers are the customers who are
the co workers of the specific organization
who has a great role in maintaining and
increasing the revenue of the organization.
• I had done a survey to seek the different ways
I (customer) was benefited by the executive
who rendered services for me.
• From the different organizations I had
approached I could observe various external
as well as internal customers.
• I could also come to a conclusion that both
worked accordingly which bought a harmony
towards the working environment of the
oraganisation.
• I would like present the different external and
internal customers I could list.
EXTERNAL CUSTOMERS INTERNAL CUSTOMERS
Observed three
employees, two were the
sales girls and the cashier
seemed to be the owner.
All of them greeted me
with a smile.
EXIT
Analysis of the visit :
• No doubt, it was a great visit to that place
because of various factors.
• They were well communicated and was good
in enhancing information.
• They were able to understand my urgency.
• They were reliable.
• All of them had a good amount of courtesy
and credibility towards me.
• They were super- responsive because the
cashier had handed me their visiting card -
to give them a call if there was any error in
the recharge which meant that they were
really responsive towards their work.
• They were really tangible from the way they
talked to me and dealt with me. I could prove
that their ambience had an aura of confidence
from banner that they had put on their wall.
• Result of my visit : I was SATISFIED.
• Rating : 10
10
The above banner was hung on the wall which made me feel
that the owner had a confident approach to his business.
• 2nd visit - Attitude Spoken English and Radio
Professional Training Centre, West Fort, Tcr.
ENTRY