CRM PPT Frankfinn

1. Customer Service
Course-AHTM
Batch-R2

2.  I take this humble opportunity to thank the Frankfinn
Institute for giving me such a great exposure to the Service
Industry.
 I would also like to thank Ms.Christina Rozario for teaching
us the highs and lows of the Customer Service Industry and
making us tackle any situation in our future life.

3. The shops which I visited is Peter England and Van
Heusen. I had a different experience from these two
shops. I had some basic expectations, which every
customers has. But the shop Peter England couldn’t
reach up to my expectations. I wasn’t much satisfied
from this shop.

4. MY EXPECTATIONS
Cost
Communication
SelectionHonest
Courtesy

6. • He was in a well uniform and he gave me a warm welcome as I
expected. He transferred me to the 1st sales man . For the security
guard I give 7 out of 10.
1st Sales
Assistant
• First I asked him about the Formal suit and all. He showed the way to
the Shirt section, there had a communication problem. They were not
attentive, dint pay courtesy. The sales mans were busy with talking. I
went to him and asked about the Suit. He shown me the way to the top
floor. I felt disappointed. There were Time barrier. For him I give 3 out
of 10.
2nd sales
assistant
• As I went to the top floor, the 2nd assistant were there, he showed
some suits which I liked it. But the suit hand length is not enough for
me, I asked him whether u can fix it or not. Actually he doesn’t know
anything about that. First he told me that its possible, later on he told
me that it isn’t. He was lack in product information's, not a good
attitude, lacking in communication skills, he wasn’t honest at all. I was
so dissatisfied. For him I give 2 out of 10.
Welcome
Hostess

7. OBSERVATION
• For the Security guard I’ll recommend to change the
uniform to some other color. He’s good at everything but
uniform.
• For the 1st sales man, he’ll have to improve his
communication skills. He is not a good listener. He
doesn’t have any customer handling skills. He must have
a training. Get some product information’s. Be attentive
when customers come.
• For the 2nd sales man, he needs serious training in this
field. He doesn’t have any customer handling skill. No
communication skills. He is not showing modest. No
product information. Whenever I ask a doubt he simply
goes to his senior and asking him. There were a serious
time barrier. Not well groomed also.

10. • Well groomed, greets with a pleasant smile, pleasing
personality, he immediately transferred me to the first
sales man. I give him 7 out of 10.
Welcome Hostess
• I asked about the latest type of suit he explained to me
in a detailed manner ,he has good communication
skills, good in customer handling skills, respect the
customer which I more like it. He followed with me to
the Suit section, and introduced me to the 2nd sales
man. I give him 7 out of 10.
1st sales man
• He has a pleasing personality he’s good in
communication, good knowledge about the products.
Even I had to face the same problem which I faced in
the previous shop. The suit length wasn’t much suitable
for me, he said they could fix it within one day. I was so
satisfied with the services they provided. I give him 8
out of 10.
2nd sales man & Cashier

11. OBSERVATION
• Welcome hostess: I completely satisfied with his service.
He was empathetic too. I told why I’m there, he immediately
transferred me to the sales man who handling the Suit
section.
• 1st sales man: He was little bit faster while he
communicate, which I couldn’t follow. He was handling
more than 2 customers at a time. But he managed to get
time ask my needs and all. He followed me to the 1st floor
which suit section located.
• 2nd sales man: He was good at what he was doing. He has
a high proficiency in customer handling. Good
communication skills. I got the perfect suit which he
suggested me first. He knows the customer needs. Well
groomed with professional attire.

12. CONCLUSION
• After visiting both shops, I personally recommend Van
Heusen shop, than Peter England. Its completely
dependable and reliable shop. Even the cost is
comparatively lower than Peter England. I’m
completely satisfied with Van Heusen shop. I got
everything what I expected.

13. WHO ARE CUSTOMERS?
 The most important person in any business.
 Is not dependent on us. We are dependent on them.
 Is not an interruption of our work, but the purpose of it.
 Is part of our business – not an outsider.
 Does us a favor when they come in.
 We aren’t doing them a favor by serving them.
 A customer is not just money in the cash register. They are human
beings with feelings and deserve to be treated with respect.
 Is a person who comes to us with their needs and wants. It is our job to
fill them.

14. FACTS ABOUT CUSTOMERS
 The Customer is the business’ biggest asset
 The Customer pays all our salaries wages and
bonuses
 The customer will go where he/she receives the best
attention
 There is no profit, no growth, no jobs without the
customer
Hence, You must be your customers’ best choice!

15.  Any or all interactions which the customer has with
your organization while conducting business.
 It is the ability to provide a service or product in the
way it has been promised.
 It is also about treating customers with
respect, individuality, and personal attention.
Customer Service

16. CUSTOMER EXPECTATION
CUSTOMER SATISFACTION CUSTOMER SATISFACTION+
CUSTOMER DELIGHT

17. Customer Expectation
•Customer Expect Solid information of all products
•Customer Expect Options
•Customer Expect Consulting
•Customer Expect Seamless Relationship
•Customer Expect Superior Communication

18. Meet Basic Customer
Requirement
Satisfied Unstated
Customer Needs
Achieve
Customer
Delight
Build Customer
Royalty
Develop
Customer
Confidence
Prevent
Customer
Complaints

19. THE BRIDGE TO OUR CUSTOMERS
Customer Delight

20. Good, Bad, & Excellent Service

21. GOOD CUSTOMER SERVICE
Good service is when the customer gets
treatment that meets his/her expectations.

22. BAD CUSTOMER SERVICE
Bad Service is when customer gets treatment
which is less than his/her expectations.

23. EXCELLENT CUSTOMER SERVICE
When the customer gets a little more than what
he/she expected, Good Service becomes
Excellent Service

24. TYPES OF CUSTOMERS
 Internal Customers
 External Customers

25. INTERNAL CUSTOMER
An individual or a group of people you may
Interact / serve within the organization
Eg: IT, Cafeteria, Logistics, HR,
Facilities, Housekeeping

26. EXTERNAL CUSTOMER
Someone who comes to your organization
for products or services – the end customer
These customers depend on the timelines,
quality, and accuracy of your organization’s
work.

27. THE SIX BASIC NEEDS OF
CUSTOMERS
 1. Friendliness
Friendliness is the most basic of all customers needs, usually
associated with being greeted graciously and with warmth.
 We all want to be acknowledged and welcomed by someone
who sincerely is glad to see us.
 A customer shouldn’t feel they are an intrusion on the service
provider’s work day!
 2. Understanding and empathy
Customers need to feel that the service person understands
and appreciates their circumstances and feelings without
criticism or judgment.
 Customers have simple expectations that we who serve them
can put ourselves in their shoes, understanding what it is they
came to us for in the first place.

28. 3. Fairness
We all need to feel we are being treated fairly.
Customers get very annoyed and defensive when they
feel they are subject to any class distinctions.
No one wants to be treated as if they fall into a certain
category, left wondering if “the grass is greener on the
other side” and if they only received second best.
4. Control
Control represents the customers’ need to feel they have
an impact on the way things turn out.
Our ability to meet this need for them comes from our
own willingness to say “yes” much more than we say “no.”
Customers don’t care about policies and rules; they
want to deal with us in all our reasonableness.

29.  5. Options and alternatives
Customers need to feel that other avenues are available to
getting what they want accomplished.
 They realize that they may be charting virgin territory, and they
depend on us to be “in the know” and provide them with the
“inside scoop.”
 They get pretty upset when they feel they have spun their
wheels getting something done, and we knew all along a better
way, but never made the suggestion.
 6. Information
“Tell me, show me – everything!” Customers need to be
educated and informed about our products and services, and
they don’t want us leaving anything out!
 They don’t want to waste precious time doing homework on
their own – they look to us to be their
walking, talking, information central.

30. CUSTOMER SERVICE SKILLS
 Attracting new customers costs more than retaining
existing customers.
 Customer service costs real money.
 Understand your customers’ needs and meet
them.
 Good process and product design is important.
 Customer service must be consistent.
 Open all communication channels.
 Every customer contact is a chance to shine.
 People expect good customer service everywhere.
 Treat every customer equally.

31. IF I WAS IN THE PLACE OF THE
SERVICE PROVIDER…
 I would ensure that I know everything about that
product .
 That would help me when there is more customer.
 In case of a privileged member, I would go according
the rules.

32. Whether the customer is internal or external, I would
treat him as CUSTOMER.
This shows my fairness to everybody If the member is
not in the mood of waiting, I would suggest some other
good alternatives.
If any problem occurs, I would give some discount so
that the customer does not leave with mere satisfaction
but with great delight.
I would act according to the situation so that I ensure
that the customer comes again and again.
I will always help my shop in building the business.

33. CONCLUSION AND REFERENCE
 In this assignment I was able to understand the co-relation
between customer satisfaction & customer expectation & also
the inter relation between customer perception and customer
satisfaction.
 I could also understand how feedbacks are important in the
growth of our company.
 Self experience was used in this presentation and no other
references.

35. THANK YOU