Question 1:
‘If an organization wants business success it is indispensable to know what the customer wants, and provide it faster, better and cheaper than competitors.’
Explain the skills and qualities which employees must have in order to communicate effectively with customers face to face, on telephone, and in writing. Sustain your answer with authentic instances.
Question 2:
‘Competitive companies worldwide soon discover that “the customer comes first” isn’t an empty slogan but fundamental business principle.’
As the newly recruited Customer relationship management of organization of your choice, describe the customer-focused strategies you would apply in order to attract, satisfy and maintain your customers.
Question 3:
‘Effective communication with customers is a fundamental characteristic of customer service. It is a two way process: communication from you to customer; communication from the customer to you.’
Based on organization of your choice, explain completely how the management of feedback and the handling of complaints can lead towards effective customer relationship management.