Relevance Of Customer Service

RELEVANCE OF CUSTOMER SERVICE

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CONTENTS   

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INTRODUCTION CUSTOMER SEGMENTATION CUSTOMER RELATIONSHIP MANAGEMENT TECHNIQUES TO ENSURE CUSTOMER SATISFACTION CUSTOMER CENTRIC SERVICES CONCLUSION IBFM

INTRODUCTION  

Customer Customer Services

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CUSTOMER SEGMENTATION 

VARIABLES 

Geographic

 Demographic  Psychographic  Behavioural

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CUSTOMER RELATIONSHIP MANAGEMENT What is customer relationship management? Steps to manage the relationship with customers  Identify your customers  Differentiate your customers  Individual interaction

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OBJECTIVE OF CRM 

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Reducing the rate of customer dissatisfaction Increasing the longevity of customer relationship Increase business volume IBFM

TECHNIQUES TO ENSURE CUSTOMER SATISFACTION  

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KNOW THE CUSTOMER KNOW THE COMPETITION RETAIN THE CUSTOMER CREATE POSITIVE FIRST IMPRESSION APPROACH COMPLAINTS WITH A POSITIVE ATTITUDE SHARPEN CUSTOMER SKILL IBFM

CUSTOMER – CENTRIC SERVICES 

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Targeting a specific segment Assessing the specific needs of the customer Customizing services according to expectations IBFM

CUSTOMER CENTRIC SERVICES

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CONCLUSION “

if the customer is satisfied then the company is satisfied & there is repeat business & increased profit” IBFM

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TEAM WORK BY      

CHANDRAKALA NAIK GIRISH CHANDRA PATRA GITA DEVI GUPTA MANIKYA MOHAPATRA RAJANI KANTA NAYAK SAMIKHYA NAYAK

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ANY QUERIES IBFM