Quality in Customer Service

During my PG i participated in a paper presentation Seminar in one of the B-School in Chennai.The topic of the Paper presentation was "Quality in Customer service".The central theme of my presentation was to show how important is customer service for every organization and what all benefits it would bring about in an organization.

"Every company’s greatest assets are its customers, because without customers there is no company," --Erwin Frand.
The PPT went on with these quotes.In today's market,Quality in customer service from a customer point of view is “a function of how well an organization is able to constantly and consistently exceed the needs of the customer."

At today’s prices, people don’t want bikes that aren’t perfect,houses made with inferior materials, stores with rude employees, or airlines and restaurants that provides poor services.And while most customers don’t bother to complain, they simply take business to other companies which offer the service they expect or products of better quality.

I proposed Customer relationship Management(CRM) as a tool to improve customer service.CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers.In simple its all about customer management.A successful and effective CRM programme results in increase of Customers Lifetime Value of any organization.

Pantaloons uses CRM as a main to tool to get more customers and to make existing customers into loyal customers.It also stays in touch with its loyal customers through Mailers, SMSes E-mails and Telephone informing them about the developments and promotions.

CRM plays a key role in the service and sales & marketing areas also. It empowers organizations by providing multi-channel customer interactions, intelligent call routing, automatic activity updating, interaction history tracking, service plan management, customer satisfaction tracking and portal integration.

HCL which use CRM as a tool to improve the business and have valuable customers for a long is a model for CRM implementation.HCL understands that effective loyalty management systems cement business relationships and help to retain existing customers.

Customer relationship management is essential to compete effectively in today’s marketplace. The more effective an organization can use the information about its customers to meet their needs the more profitable it will be. The route to a successful business requires that it understands its customers and their requirements, and CRM is the essential guide.”

The PPT went on with the above ideas and there was huge appreciation from the audience which made me feel satisfied and happy with what i have done.