CRM PPT Frankfinn
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The document describes the customer's experience visiting two clothing shops - Peter England and Van Heusen. At Peter England, the customer had disappointing interactions with multiple staff members who lacked communication skills, product knowledge, and attentiveness. In contrast, the customer had a positive experience at Van Heusen where the staff were knowledgeable, polite, and addressed the customer's needs by finding a suitable suit. Based on this, the customer concluded that Van Heusen provided better customer service and recommended it over Peter England.
CRM PPT Frankfinn
- 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.
- 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