TODAY WHEN I LOOK BACK AT THE FORMOST I’D LIKE TO EXPRESS MY SINCERE GRATITUDE TO THE ALMIGHTY FOR MAKIN ME WHAT I AM.

I WOULD LIKE TO THANK MY PARENTS . I’M FOREVER INDEBTED TO THEM FOR SHAPING ME INTO A BETTER HUMAN. THEY HAVE NOT ONLY BROUGHT ME INTO THIS WORLD BUT TO HAVE FOREVER STOOD BY ME TO HELP ME IMPROVE MYSELF.THEY’D FOREVER REMAIN MY GUIDING STARS.

ACKNOWLEDGEMENT

NAME :T.DHIVYAABATCH : D3CENTER : FRANKFINN INSTITUTE OF AIRHOSTESS TRAINING

TIMINGS : 9.00AM TO 11.00 AMFACULTY: MR.MICHAEL

INTRODUCTION

Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.

While the term CRM generally refers to a software-based approach to handling customer relationships, most CRM software vendors stress that a successful CRM effort requires a holistic approach.[1] CRM initiatives often fail because implementation was limited to software installation, without providing the context, support and understanding for employees to learn, and take full advantage of the information systems.[2] CRM can be implemented without major investments in software, but software is often necessary to explore the full benefits of a CRM strategy.

CRM RELATIONSHIP MANAGEMENT

A customer, also client, buyer or purchaser is usually used to refer to a current or potential buyer or user of the products of an individual or organization, mostly called the supplier or seller. This is typically through purchasig or renting goods or services. However in certain contexts the term customer also includes by extension anyone who uses or experiences the services of another.

The word derives from "custom," meaning "habit"; a customer was someone who frequented a particular shop, who made it a habit to purchase goods of the sort the shop sold there rather than elsewhere, and with whom the shopkeeper had to maintain a relationship to keep his or her "custom," meaning expected purchases in the future.

The slogan "customer is king" or "customer is god" or "the customer is always right" indicate the importance of customers to businesses - although the last expression is sometimes used ironically.

ABOUT A CUSTOMER

BTEC Travel and Tourism

Customer Service Skills

An External Customer is a person who is purchasing goods or services from you. An Internal Customer are the people who work in the organization, i.e. the Staff.

Customer Service is about "being there" for the Customer. In business there is an implied contract between the Customer and the Company. The Customer expects to get what they pay for and to be treated with respect, and in a friendly and ethical manner. However, that's just Customer Service, not necessarily great Customer Service.

Internal Customer Service is also about "being there" for your Staff. As well, there is an implied contract between Employer and Employee, that the Employee will be treated with respect by the employer; that the employee will be provided with the tools and knowledge to do their job satisfactorily; that the employer will recognize the employees' contributions; that the employer will provide honest, contructive feedback to the employee in order to help elevate their performance and know where they stand with the employer at all times.

TYPES OF THE CUSTOMER

An external customer is the ordinary customers that purchase the companies products. This term is often used in Marketing or some Management disciplines. On the other hand, they can also mention internal customer, which means the employees working for the company. It's a common idea in Marketing or Management, that it's important to value or satisfy not only the external customer, but also the internal customer. A successful company not only must sell well, but also have good employees that are willing to work their best for their company

EXTERNAL CUSTOMER

An internal customer is “anyone you count on or rely upon to complete a task or a function or to provide you with information so that you can get your job done…and anyone who counts on you to complete a task or function or to provide them with information so that they can get their job done.” Many people deal with customers WITHIN their own companies. Internal customers are those people and employees who might use your services and products, who reside in the same company. For example the computer department, and human resources department serve internal needs.

INTERNAL CUSTOMER

Creating a product or service that is unique in the eyes of the customer is becoming increasingly difficult in today's competitive environment. The recession exacerbates this! To achieve sustainable competitive advantage, more companies are therefore relying not only on strong foundational customer service, but they top it up with detail oriented customer experience management. They focus intensely on making the seamless combination of delivering great customer service and continuously managing customer experience their competitive advantage.

As a seasoned customer service consultant by background, I first capture the voice of the customer to help bring the customer inside your organization. Then I identify, measure and manage the opportunities to meaningfully improve the customer experience at key customer touchpoints.

CUSTOMER FOCUS

Unfortunately, we tend to ask these questions after the customers have left the store. If we took the time to find the answers while the customers were still around, we would resolve many of these conflicts with a lot less headache and may even make a sale.

The answers to these questions tell us a lot about why our ‘customers from hell’ behave the way they do-what they expect and what has created these expectations. And you’ll discover an understanding of expectations. These expectations are created by their need, circumstances, past experiences, personalities and personal situations.

Most have positive expectations but some have negative ones too and even unreasonable ones. With the majority of customers, these expectations do not create any particular challenges for us. occasionally however, they have a significant effect on the customer’s behaviour.

CUSTOMER EXPECTATIONS

1. They believe you have what they need.2. They think you will be able to solve a problem.3. They believe you will care.4. They believe you will be professional.5. They believe your products or services will be

reliable.6. They believe you will be trustworthy.7. They believe their business is valuable to you.8. They expect you to be cheerful.9. They expect your prices to be fair.10. They expect you to stand behind your products or

services

POSITIVE EXPECTATIONS

1 They believe you will be unskilled.2 They expect to get a hassle when they have a problem.3 They believe you do not care.4 They expect you not to have enough authority to handle

a situation.5 They think you’re going to try to take advantage of

them.6 They believe your product is of poor quality.7 They think your product is overpriced.8 They believe you’re interested only in quick commission

sale.9 They expect you to be gro uchy.10 They think their business is not important to you.

NEGATIVE EXPECTATIONS

1 They think you should accept sexual or racial harassment.2 They think you should accept unruly behaviour from them or

their children.3 They think you will deal with them under the table.4 They think you can spend a lot of unproductive time with

them.5 They think they are always right.6 They think you should accept physical threats or bullying.7 They think you have been trained to take advantage of them.8 They think you have to cater to their every whim.9 They think they are more important than all of your other

customers.10 They think you, personally responsible for all their

problems.

UNREASONABLE EXPECTATIONS

Every customer who comes into your store comes in with a need. For most, it is a positive need that ultimately leads to a purchase. Our customers of hell often have a different set of needs. They need to return merchandise. They need to let you know that they may have paid too much for something. They need reassurance. They need to see a demonstration of something before they buy it. They need to make somebody else happy with their purchase. They need to purchase something that is out of stock. They need a bargain

CUSTOMER NEEDS

Customer acquisition and retention are not independent processes. However, because of data limitations, customer management decisions are frequently based only on an analysis of acquired customers. This analysis shows that these decisions can be biased and misleading. The author presents a modeling approach that estimates the length of a customer’s lifetime and adjusts for this bias. Using the model, the author shows the financial impact of not accounting for the effect of acquisition on customer retention.

METHODOLOGY

WHAT CUSTOMERS WANT?

FriendlinessHelpfulnessEffective use of body languageGood product knowledgeListening skillsCourtesyEffective complaint handling skills

What Skills are Needed?

Customer service can be delivered through three main methods:

Written (letters, faxes, emails)Face-to-faceTelephone

Methods of Delivering Service

Success of every business depends upon how good a relationship it has with customers. This basic fact has catapulted the concept of customer relationship management to the forefront of many businesses' strategic planning. With increasing competition, companies are forced to deploy new strategies and think over the old ones.

Customer Relationship Management

To my belief and knowledge I have done this assignment

of my own.

CONCLUSION