Self-introductionNAME- HARI KRISHNA

BATCH- C4 (2013-14)

ASSESSOR- MRS. LATHA DIWAKAR

COURSE – FRANKFINN DIPLOMA IN AIRPOART

GROUND SERVICES

CENTER- KUKATPALLY (AP)

Acknowledgement 

Any attempt at any level cannot be satisfactorily completed without the support and guidance of 

learned people.  I would like to express my immense gratitude to Mrs “LATHA DIWAKAR” for her constant support and motivation that has encouraged me to 

come with the presentation.

I am thankful to all other members of Frank Finn and my classmates who have rendered their whole hearted support to all times for the successful completion of 

this presentation.

PresentationOn

Customer Relationship

Management service

FROM MY PROJECT work I WENT TO VIJETHA SUPER MARKET

DEFINE CUSTOMER AND CUSTOMER SERVICE. DESCRIBE EXTERNAL AND INTERNAL CUSTOMER, WITH EXAMPLES FROM THE PROJECT WORK. IDENTIFY DIFFERENT TYPES OF EXTERNAL CUSTOMER…..[ p ]

CUSTOMER :-

1. General : A party that receives or consumes products ( goods or services ) and has the ability to choose between different products and suppliers. See also buyer.

2. A person who buys goods or services from a shop or business is known as customer.

CUSTOMER SERVICE :-

Customer service is the service provided to customers before, during and after purchasing

• There are two types of customers :-

• 1.) Internal customers

• 2.) External customers

• Internal customer: - Internal customer is known as workers in an organization internal customers is a part of a business in an organization.

• Example : - From  my   project  work   I   went   to   vijetha   super market   in   that  market   the  billing   section  was   very   strict   to check goods on delivery

• The   sales  persons  are   very  helpful   to   searching   the  wanted goods

• The security department is very good to check all customers.

• External customer: -   external   customers   are   like   as   those people that  actually  visiting or  buy  items or  services  coming from out sides is known as External customers.

• Example from my project work  :-

• We went to the vijetha super market as an external customer, we observed a very hygienic and clean environment.

• They get lots of discount on goods for external customer.

• The sales people treated us very well & politely.

• The sales people are very enthusiastic.

• And  whatever   questions   I   asked   to   the   sales   people  were answering properly.

• Loyal Customers: They represent no more than 20 percent of our customer base, but make up more than 50 percent of our sales.

• Discount Customers: They   shop   our   stores   frequently,   but make their decisions based on the size of our markdowns.

• Impulse Customers: They do not have buying a particular item at the top of their “To Do” list, but come into the store on a whim. They will purchase what seems good at the time.

• Need-Based Customers: They have a specific intention to buy a particular type of item.

• Wandering Customers: They have no specific need or desire in mind when they come into the store. Rather, they want a sense of experience and/or community.

DEMONSTRATE THE METHODS/STRATEGIES USED TO IDENTIFY THE CUSTOMER NEED. ANALYZE AND DISCUSS THE BASIC NEEDS OF A CUSTOMER AND PRESENT YOUR FINDINGS ON THE SAME FROM THE PROJECT THAT YOU

HAVE DONE…… [M1 / M3]

METHODS/STRATEGIES

This is important to consider when evaluating the customer loyalty strategies because in the customer service echo-chamber there is a lot of "hoo rah" about taking care of customers, but little discussion on the business side of things.

At Help Scout, we do things differently; we're all about loving customers, but we also aim to prove that great service is more than just the right thing to do--

It’s    also good business sense   .  

• Identifying what customer needs

• There are different types of customers through which one can Identify and confirm customer needs. Sales man will observation, active listening to the customer, asking the customer about what they want 

• Listen to the customer. Pay attention to their words to understand 

• Why exactly he is approaching you. For example, a customer who says, "I am checking the brands for XYZ"

• mainly Customer needs

1. Friendliness

 2. Understanding and empathy

 3. Fairness 

 4. Control 

 5. Options and alternatives

 6. Information

7. quality

8. speed is secondary to quality

I finding From my project

 I find some customers when I went to vijetha super market.

Some customers are seeing for discount items.

Some customers are searching for offers like buy one get one.

Some customers are seeing brands on products.

I asked one of their customer Ravi what you are expecting from this market. Then he said mainly I want good quality, discount & exiting offers on particular items are brands.

Identify, analyse the bottle neck of customer problem and implementation of solutions to exceed the customer expectations and enhance the customer satisfaction.

Correlate customer expectation. Customer satisfaction and further, customer delight in the process…how do you think

customer perception is related to service evaluation? [m2/m3]

analyse customer satisfaction customer delight and customer retention [m2/m3]

• How to Identify Bottlenecksof a customer

• Identifying bottlenecks start with yourself. Is there a routine or situation that regularly causes stress in your day? These frustrations can actually be a significant indicator that a bottleneck exists somewhere.

• finding the bottle neck

• Flow Charts

• Example : - Use a flow chart  to help you identify where bottlenecks are occurred. 

• For example:

• Step 1 – Goods are manufactured at the factory.

• Step 2 – Goods are loaded onto the truck.

• Step 3 – The warehouse is notified about the truck's arrival time.

• Step 4 – The warehouse schedules a forklift for the expected arrival time.

• Step 5 – The truck arrives at the warehouse, and unloading starts.

• In this case, the delay occurred because Steps 3 and 4 were missing, and this led to a long wait between Steps 2 and 5. Creating the flow chart before investigating the problem would have helped you quickly see where your process broke down.

• Solution for the customer problem

• Be a good listener.

• Identify and anticipate their needs. 

• Make customers feel important and appreciated.

• Help customers understand your technology in as simple a way as Appreciate the power of "Yes". 

• Know how and when to apologize. 

• Give more than expected, and give the unexpected. 

• Get regular feedback from your customers.

• Never forget that the customer pays our salary and makes your job possible.

• Treat staff well. 

Customer satisfaction & customer delight

Customer satisfaction: - Customer satisfaction mean providing service to the customer’s expectation 

Customer expectation is the level of quality and/or service wants before the commercial interaction or transaction occurs. While customer satisfaction is how the customer feels after and regarding the interaction or transaction.

Customer satisfaction is giving the customer something they expect and it makes them happy. 

• Customer delight  :-Customer delight mean providing service more than an customers expectation

• Customer delight is giving the customer something they never expected but they value it highly once they have 

• Principals of customer satisfaction & Delight

• customer Satisfaction & Delights are :

•  Listening, understanding and responding to Customers - often in unique and creative ways

•  Setting concrete Standards of Service quality and regularly measuring Performance against 100 % performance goal.

•  Selecting, training extensively in areas of knowledge and skills to achieve service standards and rewarding Service Accomplishments.

• customer perception is related to service evaluation

• Customer perception of a service or product is determined by his emotions and impressions.

• I think that customer perception is related to service evaluation why because customer are so many but there expectation are same. LIKE

• Expectations

• Professionalism

• Behaviour

• The place where goods are bought or consumed can have an effect on the customers' perceptions about the value and quality of...

• Customer retention : - Customer retention is a cost-effective and profitable business strategy that is imperative in today's competitive economic environment.

• By definition customer retention is the activity a company undertakes to prevent customers from defecting to alternative companies. Successful customer retention starts with the first contact and continues throughout the entire lifetime of the relationship.

• Ben e fits of Cus tomer Retention :-

• Increased revenue

• Lower customer acquisition costs

• Increased referrals

Assess the different customer service skills that you noticed (external & internal) during your project. Evaluate your own

aptitude towards serving another human being. Demonstrate the customer handling skills with the example in rather model (reliability, assurance, tangibles, empathy &

responsiveness) [d1]

External CUSTOMER:- 

Miss pavithra she was works in 9 ceato company as HR and she is regular to the vijatha super market  and he said that he was regular to this super market and also said that this supermarket is very good and their response is very reasonable and there taking care of customers is good. Since from 1 year she visiting this supermarket….. 

Internal customer:-

The internal customers are very enthusiastic 

There are very well groomed……

They’re very helpful to customers

They said that they are satisfied with their jobs………..

•  During the visit I noticed different customer service skills.

• As an external customer :-We went to the visit as an external customer. First I noticed that the entrance procedure is very good. 

• The salespeople are good they are treated very well and first they great every customer. 

• The sales people know how to interact with the customer. 

• Sales people are very helpful they helped me to find my choice. I could see different counters for different goods.

• As an internal customer : - The internal customers I noticed are very enthusiastic. They are very well groomed. They are very helpful people. They were looking very satisfied with their job. 

• EVALUATE YOUR OWN APTITUDE TOWARDS SERVING ANOTHER HUMAN BEING…..(D1)

• In the service industry good communication, helpful personality, polite behaviour is very important. For the customer service industry, I think I have a polite behaviour to survive here. I have a helpful nature. I know how to interact with the people. 

• But, my only drawback is my lack of communication skills.

• I am trying to improve my communication skills so that I become fit to be in this service industry.

•  Reliability?• When we call someone or something reliable, we mean that they

are consistent and dependable. Reliability is also an important component of a good psychological test. After all, a test would not be very valuable if it was inconsistent and produced different results

every time. How do psychologists define reliability? What influence does it have on psychological testing?

Assurance may refer to:

Assurance services , offered by accountancy firms to improve the quality of information

Tangible:-

.perceptible by touch.

"The atmosphere of neglect and abandonment was almost tangible"

Example:- touchable, palpable, tactile, material, physical, real, substantial,corporeal, solid, concrete More

Responsiveness:-

Employee’s willingness to help customers and their promptness in providing service.

Empathy:- 

The part of quality that is heartfelt. The quality elements that shows the service personnel care about you and understand your frustrations and needs.

IF YOU WERE IN THE PLACE OF THE SERVICE TO YOU NOTICED IN THE PROJECT, HOW DIFFERENTLY WOULD YOU

RENDER SERVICE TO YOUR CUSTOMER? WHAT CHANGES WOULD YOU TRY? BRINGING IN AND HOW WOULD YOU

IMPLEMENT THE SAME [D2/D3]

•  If I was in the place of the service provider I would firstly try to give more benefits to my employees, so that they don’t feel that all the benefits are only available to the customers and not to them. 

• I would try to implement  changes like promoting public relation

• Increase the advertising methods etc………

• I would see that rare forms of business personally seen in the other shops

• And sending the discount offers to customers by through sms

• For staff I will train much more skills to interact with customers

• I would motivate my employees to perform better, keep good conditions like available exchange offer, discounts, free samples, etc., etc.

• How would you handle an angry customer? Explain with reasons.

[ d2 ]

• First of all I will listen the customer problem patiently.

• Then clarifying the customer problem like as a customer.

• Telling about the problem where it appears.

• Apologising to the customer for the inconvenience.

• I will try to understand the problem about to customer.

• I will give another option to solve the problem like giving exchange option, more discount on goods, giving extra goods on exchanging goods.

• I will sure finally 99.9% try to satisfy my customer.

• From the10 point barometer of customer perception

When I visit vijetha super market I find some points from BAROMETER of customer perception

i. First of all the supermarket having so much of communication.

ii. Security is good to prevent wrong works from outside customers

iii. The market having Tangible to give confidenceiv. Reliability to get things right first visit of customerv. Understanding customer needs and concernsvi. Finally customer contact to service provider easilyvii. They want to improve Responsiveness, Competence, Courtesy,

and Credibility.