Relevance of Customer Service

Who is a customer?
A person, company, or other entity which buys goods and services produced by another person, organization, or other entity.
What is customer service?

Customer service is the provision of service to customers before, during and after a purchase.
Some basic methods of customer
service

Customer support Automated customer service Instant feedback Standardization
Importance of cutomer service

customer loyalty competitive edge cost to companies happy customer
Customer segmentation
Segmentation is a process of dividing the market to profile the customers that we want to focus on Segmentation is finding customers in a context with a common need.
customer segmentation
Young years
Young up comers (online living , ATM nation) risk Loan rangers Economizers
Family life
Flourishing Families
Mature years
Business Class
Mass Middle Class Comfortably Retired Working-Class Country Retirement Ready
Life stage
Segmentation by behavior
Types of Customers Characteristics of the customers Egoistic Impatient Harsh How to deal
Tough or Aggressive
LISTEN ALLOW HIM/HER TO TALK FIRST EXPRESS YOUR POINTS AS SUGGESTIONS CLEARLY BE COURTEOUS BUT FIRM
Uncertain Customer
Non demanding Indecisive and Unsure Evasive Seeks Assurance
MAINTAIN EYE CONTACT

BREAK BARRIERS LISTEN ASK THE RIGHT QUESTIONS
Knowledgeable Customer
Demanding Technically sound Good knowledge about the product Talkative Discusses a lot Warm & good natured Aggressive Irritated
SATISFY HIS DESIRE FOR DETAIL NO FOOLING HIM
Friendly Customer
Respond to Warmth and Hospitality Keep to Business BE ASSERTIVE-IN CONTROLNOT ANGRY BE POLITE TO THE POINT CALM & CLEAR VOICE DONT GIVE HOLLOW PROMISES EMPHASIZE
Angry or Irate Customer
Rural Urban
Segmentation done by banks

Customer type High net worth individuals Senior citizens facilities Privilege Banking Senior Citizens Savings plan,ICICI Bank Life Plus Senior Citizen Account. Fixed deposits Interest Rates for Senior Citizens NRI Engage Cash Management serves, trade services,Current Account,Corporate Internet Banking Savings Account , Current Account, Loans - Home, Car, Personal
NRI(non resident Indian) Corporate clients
Other individuals
widely implemented strategy for managing companys interactions with customers. Used to learn more about customers needs and behaviors in order to develop stronger relationship with them . this process helps businesses to use techonology and human resourses to gain insight into the behavior of customer s and the value of those customers. The overall goal are to find , attract and win new clients and retain those the company already has.
PHASES OF CRM :
Initiative can help a business in acquiring new customers through contact or direct marketing, selling.
A web enabled CRM combined with customer services tools offers services from a team of trained and skilled specialists.
CRM software and database used to identify and reward its loyal customers.
To make intelligent business decisions with enhanced
BENEFITS :
customer insight. To drive customer demand up. To increase returns on the marketing investments. To improves sales efficiency service. To transform services into a profitable line of business . To increase customer loyalty. To increase sales revenue. To increase customer convenience and satisfaction. To manage customer life cycle.
IMPORTANCE :
Campaign management :banks
needs to identify customers, tailor product and services to meet their needs and sell products to them. CRM stores the information in a customer centric manner covering all products of the banks .
Customer information consolidation :
360 degree view of company:
it removes inconsistencies in data, making clients interaction smooth and lead to customer satisfaction.
Activity management Personalized sales home page
Implementing a customer relationship management system at a bank takes careful planning . Banks need to involve key employee in the vendor decision so that they choose a system which will give them the most for their investment Ease of use and ability to view information quickly are equally important to employee and managers.
IMPLEMENTATION :
CRM helps firms manage customer relationship better , and to vital to company success It include Personal Banking
.
Types of banking
Internet Banking Phone banking Mobile Banking
Meaning
A system allowing individuals to perform banking activities at home, via. the Internet.It is less costly and a time saving facility as there are no ques to stand in an no turns to wait for.
Services Offered
View account balance and statement. Create Fixed Deposit. Payment of bill. Order a cheque book. Stop payment on a cheque. Transfer fund between accounts. Request for a demand draft.
Meaning
When customers use telephone to get an automatic system which allows them to organize and make changes to their bank accounts.
How is it beneficiary?
Checking account balances and statement.
Enquiry on cheque. Stop payment. Loan related queries. De-mat related queries. Regeneration request for ATM/DEBIT CARD PIN. Opening a Fixed Deposit by simply authorizing a transfer of funds from savings accounts.
MOBILE BANKING
Meaning
Mobile banking means a financial transaction conducted by logging on to a bank website using a cell phone.
How is it beneficiary?
SMS to be sent
bal txn bil
Transaction
Balance Enquiry Mini Statement Bill Presentment Fixed Deposit Enquiry Cheque Book Request
Information received
Balance enquiry up to five accounts. Details on last three debit/ credit made to your account. Electricity bill, telephone bill.
fdq
chq
Get account number, Rate of Interest, maturity Date, Maturity Amount. Cheque Book is mailed to you.
an ideology, a value system where in companies' activities are centered around the requirements of customers. dramatic impact across an organization, leading to increased market share, profits and share-of-customer.
Perception vs reality:
Manage your customers perception by creating a good impression.
First impression vs moment of truth:

Is when the customer experiences the product or services and forms decisive opinion. meeting/exceeding customer expectations =good moment of truth.
Human needs vs business needs:

product is bought to satiate both the human and business needs .
An icon of customer centricity
HDFC created cubicles in its offices

that afforded a great deal of privacy to
increase the customer's comfort
deep insight into customer

sensibility , including a dramatic reduction in loan processing time putting the customer at the forefront and exceeding his expectations, time after time, has built tremendous brand equity and loyalty for HDFC
YES BANK
YES Bank India is a new age private sector bank in India Founded by Rana Kapoor with a goal to set up a high quality, customer centric, service driven private sector Indian bank that would cater to the "Future Industries of India".
CONCLUSION
MERIT Meet everyones requirements in time
Customers are not dependent on any organization but organization is dependent on customers The oranization should focus/concentrate on customers more rather than profits To get new customers is 4 times expensive than retaining the existing customers

Relevance of Customer Service

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Who is a customer?

What is customer service?

Some basic methods of customer

Customer support Automated customer service Instant feedback Standardization

Importance of cutomer service

Mass Middle Class Comfortably Retired Working-Class Country Retirement Ready

Non demanding Indecisive and Unsure Evasive Seeks Assurance

MAINTAIN EYE CONTACT

SATISFY HIS DESIRE FOR DETAIL NO FOOLING HIM

Angry or Irate Customer

Segmentation done by banks

NRI(non resident Indian) Corporate clients

To make intelligent business decisions with enhanced

Customer information consolidation :

360 degree view of company:

First impression vs moment of truth:

Human needs vs business needs:

An icon of customer centricity

HDFC created cubicles in its offices

increase the customer's comfort

deep insight into customer

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