RELEVANCE

OF
CUSTOMER
SERVICE

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 CONTENTS
 INTRODUCTION
 CUSTOMER SEGMENTATION
 CUSTOMER RELATIONSHIP
MANAGEMENT
 TECHNIQUES TO ENSURE CUSTOMER
SATISFACTION
 CUSTOMER CENTRIC SERVICES
 CONCLUSION
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 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
 Reducing the rate
of customer
dissatisfaction
 Increasing the
longevity of
customer
relationship
 Increase business
volume

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 TECHNIQUES TO ENSURE
CUSTOMER SATISFACTION
 KNOW THE CUSTOMER
 KNOW THE
COMPETITION
 RETAIN THE
CUSTOMER
 CREATE POSITIVE
FIRST IMPRESSION
 APPROACH
COMPLAINTS WITH A
POSITIVE ATTITUDE
 SHARPEN CUSTOMER
SKILL
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 CUSTOMER – CENTRIC
SERVICES
 Targeting a
specific segment
 Assessing the
specific needs of
the customer
 Customizing
services
according to
expectations

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CUSTOMER CENTRIC SERVICES

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 CONCLUSION

“ if the customer is satisfied

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