Post on 03-Apr-2018
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GROUP MEMBERS:
FARHAN RASHEED MBE-11-27
SHAFIQ-UR-REHMAN MBE-11-28
IMTIAZ NAZEER MBE-11-19
QAMAR AHSAN HAIDER MBE-11-18 UMER FAROOQ MBE-11-33
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Table Of Content
How to create customer relationship
Customers and types of customer
Communication and Relationships
Techniques to build a Strong Relationship with YourCustomers
Telephone Skills for customer relationship
Conclusion
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HOW TO CREATE CUSTOMER
RELATIONSHIP
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Who is customer(also known as a client, buyer, or purchaser) is the
recipient of a good, service, product, or idea,
obtained from a seller, vendor, or supplier for a
monetary or other valuable consideration.
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Types of customer
External customer: is a customer of organization
who is not directly connected to that
organization.
Internal customer: is a customer who is directly
connected to an organization, and is usually
(but not necessarily) internal to the organization.
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RELATIONSHIP MARKETING
Relationship marketing is defined as the process
of establishing and maintaining mutually
beneficial long-term relationships among
organizations and their customers, employeesand stakeholders
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Communication and RelationshipsHow do we communicate?
Speaking
Telephone
Face-to-face
Sign language
Writing
Letters
Memos
Braille
Email Fax
PAS
Written messages / handover books
Behaving
Body language
Listening
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Behaving The nonverbal communication of the customers
and how they express themselves through body
language
Maintain good eye-contact
Provide verbal and non-verbal feedback
Give customers undivided attention Listen with empathy and an open mind
Do not interrupt
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Listening
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PUBLIC RELATION
Public relation is a management function thatuses two way communication to mesh the
needs and interest of an institution or person.
customer relations
Customer relations are the relationships that a
business has with its customers and the way in
which it treats them. Good customer relationsrequire courtesy, professionalism and effective
response.
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Customer
relation
Public
relation
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How to Build a Strong Relationship
with Your Customers
Best ways to run a good business
Keep the customer
Everyone likes to feel appreciated The customer want to feel as if they matter to the
business owner
They are part of the reason why the business is still
in existence.
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One of the best ways for business owners
Make the customer feel appreciated
Give them their due recognition.
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Know Your Customer by Name:
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Offer Incentives to Your Regular Customers:
Offer free incentives from time to time
Always Offer Top Notch Service:
If you fail to offer top-notch services it can be thedownfall to your business relationship.
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Inquire About Customer Comments:
Inquire with your customers from time to time
with regard to how your business is doing
overall.
Is there is anything you should consider
changing to make your business more favorable
to their needs.
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Make Conversation with Your customer
Make small talk with customer
Show them that you are interested in them as
individuals Not just view them as income.
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Effective Telephone Skills
Using the telephone
Call at the right time
Make prompt and direct contact with the right person
Organize and prepare for your call
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Improved Customer relation
What cal lers l ike:
Follow-up
Answering the phone promptly
Responsiveness
Updates on progress
Pleasant & Helpful Staff
Personalized treatment
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Conclusion
Know your customer(Internal Or External)
Importance of relationship marketing
Communication tools and methods
Build a Strong Relationship with YourCustomers
Effective use of telephone for customer
relationship
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