Consumer Relationship

7/28/2019 Consumer Relationship

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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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Consumer Relationship

Documents

Transcript of Consumer Relationship