Customer Relations PI

Explain the nature of positive customer relations.

-relationship between business and customers

-positive relations are built on trust and understanding

-customer service, answering questions

-buying process,

-responding to customer complaints, in a way that creates customer happy

-prdocutes sales, improves company image,service makes costumers want to come back

Demonstrate a customer-service mindset.

-putting customer first

-making sure customer feels like getting what they need

-helpful, friendly,

-solutons to problems

-builds customer loyalty and making them want to come back

Develop rapport with customers.

By exhibiting empathy with customers and being understanding, employees can build rapport with and retain customers.

Reinforce service orientation through communication.

Employees should make it clear that their intention is to help the customer

-listening and allowing customers to finish what they have to say

-clear commucation

-friendlty domineurs and manesurims

Respond to customer inquiries.

Customer inquiries should be responded to with all necessary and relevant information in an assertive and friendly manner.

Adapt communication to the cultural and social differences among clients.

Analyze target, message, cost, dostrobutiom
Use companies information about Demographics, Geographics, Psychographics and Behavioral patterns
Using these, we can see certain cultural and social groups preferences, and things they would rather avoid, allowing us to tailor our communication to their standards

Interpret business policies to customers/clients.

The business policy should be stated in a easy way to understand, states whats legally allowed and whats not, and what can keep them state.

Build and maintain relationships with customers.

Employees should communicate with customers and have a positive attitude to keep bringing them back in a timely manner, through rewards, feedback,. personalised service, ultimately leads to profit

Handle difficult customers.

Difficult customers should have their needs heard and handled professionally through employees explaining policies and negotiating terms.

Types of Difficult Customers:
Domineering - acts like a know-it-all
Suspicious - doesn't trust anyone
Slow/Methodical - takes forever to make a decision
Dishonest - lies about pricing, promotion rules, etc.
Disagreeable - tells you how to do your job

Handle customer/client complaints.

Complaints should be addressed appropriately and in a timely manner. An apology should be issued.

-actively listening

-undersatndin the needs and complaints of client

-working to find solution

-profesddsinal and courteus

Identify company's brand promise.

A company brand's promise is a statement in which a company promises to provide and abide by a set criteria of performance and reliability.

Determine ways of reinforcing the company's image through employee performance.

Employees at a company should be seen as diligent such that more people will apply for jobs and more customers will purchase the company's products.

-promote culture of excellence

-create employee performance(programs, and expctaionts, positive work environment)

Discuss the nature of customer relationship management.

Employees analyze customer feedback to improve sales and marketing methods to meet/exceed the expected standards to increase revenue

-tracking and znyelsing customer interactions with a businesss

Types of Customer Buying Behavior:
Variety-Seeking - routine items, desire to try different things
Risk-Taking - expensive items from an unfamiliar business
Status-Oriented - desire to have the best quality/trendiness
Brand-Insisted - only buy from a certain brand

Explain the role of ethics in customer relationship management.

Customer service representatives must be honest with their customers and assist them in making the right decision based on their buying behavior. In addition, they must uphold the values of the business by dealing with difficult customers effectively, based on their type. Security measures when handling transactions, customer information stored in a secure manner

Describe the use of technology in customer relationship management.

Technology can be used to communicate with customers to respond to inquiries and complaints through methods such as email. Interacting with customer on social media like Instagram or twitter to ask them about the company, buying tends, customer needs and wants, frequently bought items, FAQ page on website, customer service phone service