CUSTOMER CARE
1Q. Why doing business?
All types of things are not available at
all times, at all place places. That is why doing business is very important.
Secondly the basic items needed are not
available everywhere.
Customer doesnot bother from where the
thing has come. What he wants its availability.
2Q. Who is called a
customer?
A person who purchase an item from a shop, or a person
who can take service from others.
A buyer can be called a customer.
3Q. What are the problems of
a customer?
1.
Sub-standard
goods
2.
Misleading
Ad.s
3.
Charge
high price
4.
Defective
goods
5.
Artificial
scarcity
6.
Black
marketing
7.
Adulteration
8.
Sales
gimmicks
9.
No
service – after sales
10. Defective service
11. Imitation
12. Improper weights and measures
13. Substitutes
4Q. What is the attitude
needed to wards customer?
1. Be a good listener
2. Pay sincere attention
3. Say thank you
4. Show various ways
5. Give a chance
6. Take care
7. Be sincere in your views
8. Never compel customer to buy
9. Understand different customers’
attitudes
[
old people, young people, unmarried, married, kids, etc.,]
10. Try to do the same service in which
ever company you change
5Q. Who is not a customer?
1.
He
who buys Lottery based items
2.
The
tenant
3.
Re-saler
4.
Buy
for commercial purpose
5.
Shares
and debentures
6.
He
who gives a Bank guarantee
7.
Not
payer of hospital charges
8.
He
who takes free services
6Q. What are the things
needed to file a case?
1.
Receipt/bill
2.
Guarantee/warrantee
card
3.
Documentary
evidence
4.
Time
period depending
7Q. What are the Rights of a
customer?
The
customer has right to
1.
Safety
2.
Choose
3.
Redress
4.
Customer
education
5.
Healthy
environment
6.
Basic
needs
7.
Be
informed
8.
Be
heard
9.
To
refuse
10. Expose adulterator
11. Show alternators
8Q. What are the
adulterations?
1.
Adding
wood-dust in tea leaves powder
2.
Adding
waste items similar to aavalu
3.
Adding
animals’ fat to oils
4.
Stones
in rice
5.
Water
to milk
6.
Taking
out butter directly from milk
7.
Duplicates
8.
Substitutes
9.
Fertilizers
10. Kerosene to petrol
11. Kerosene to diesel
12. Seed to cotton seed
13. Brass to gold
14. Aluminium to silver
15. Burnt oil is recycled
16. Size of measurements by scratching
9Q. What are the problems of
a customer?
The producer and the manufacturer have
powerful organisations to secure their interests.
There are equally powerful lobbies in
the govt. to safeguard their interests.
The trading community became well
organised.
1.
Lack
of awareness
2.
Unregulated
competition
3.
Non-availability
of goods required
4.
Misleading
Ad.s
5.
Unfair
terms in contract
6.
Fraudulent
practices
7.
Maladministration
by the state
8.
Low
quality of goods and services
9.
Conflicts
of consumer interests
10. Lack of effective remedies
10Q. What are the methods of
consumer protection?
1.
Consumer
education
2.
Consumer
self regulations
3.
Use
of judicial and quasi judicial forums
4.
Extra
judicial actions
5.
Systematic
constraints
6.
State
agencies
11Q. What are the Acts made to
protect the customer?
1.
Acts
made on to protect the Consumer 1870
2.
Essential
Commodities Act 1955, 1980
3.
Sale
of goods Act 1930
4.
Drugs
Control Act 1954, 1950
5.
Protection
of Food Adulteration Act 1954
6.
Weights
and Measures Act 1976
7.
Monopolies
and Restrictive trade protection Act 1969
8.
Dangerous
drugs 1930
12Q. Analysing buyers’
behaviour
1.
The
most important part is to forecast where customers are moving and to be in
front of them.
2.
Consumers
generally say one thing and do another.
3.
They
not be in touch with their motivations.
4.
They
respond to the influences.
Whirlpool =
[washing machine] They hired an anthropologist who went different houses. He
observed who all do their house hold works. They realised that servants, kids
use them. So they put colour lights for easy operation.
v Instead of coconut fiber they used
plastic wire balls.
v For scrubbing utensils, they used
metal brushes.
v Instead of the quality made by the
manufacturer, they prefer what does influence a customer.
v Analyse what type of customers come
to you.
Lower class, middle class, working
class, higher up,
v ALT lawyers , doctors,
v Analyse target customers,
prestigious goods. Reference groups,
Compaq, Dell,
…..
v What the youth want? [jeans,
pizzas…]
v Cell chargers in trains
v Ad poster in trains
v Developing tourism as a subject.
v Lady sales girls to lady customers
v Use internet to show off products
13Q. What are the various customer selection
processes – 1 ?
According to the age
and stage the customers taste differ.
1.
Bachelor
2.
Newly
wedded
3.
Family
type
4.
Old
people
5.
Kids
6.
Teenagers
14Q. What are the other customer selection
processes – 2 ?
1. Occupation
2.
Economic
position
3.
Social
position
4. Tourists
15Q. What are the other customer selection
processes – 3 ?
Personality
factors
1.
Honest
2.
Daring
3.
Imaginative
4.
Realistic
5.
Upper class
6.
Tough
7.
Money minded
8.
Achievement type
9.
Showy
16Q. What are the other
customer selection processes – 4 ?
Psychological factors:-
Generally
1. Women don’t drink or smoke.
2.
Women
prefer vegetables
3.
Vysyas
don’t like laison
4. Brhmins won’t eat meat.
17Q. What are the other customer selection
processes – 5 ?
Belief
and attitude factors:-
Muslims eat after doing halaal.
Christians accept confessions.
18Q. How does a customer take decision?
1.
Total set
2. Awareness
set
3. Consideration
set
4. Choice
set
5.
Decision set
19Q. How does
Customer Behaviour effect.
His behaviour is influenced by 4 factors.
1.
Cultural factor caste, class, sub-caste
2.
Social factor family,
reference groups, status, role
3.
Personal factors age, occupation, finance, lifestyle, personality,
feelings
4.
Psychological factors motivation, perception, learn in g, beliefs, attitudes
20Q. Why does a customer purchasing purpose?
There are
many reasons why a customer buy?
1. Retain a thing for ever
2.
For resale after use
3.
As a gift
4.
For donating
5.
Mobile
6.
Immobile
7.
Professional
8.
For somebody else
9. For some office
21Q. What is Customer Perceived Value [CPV]?
|
C. P. V.
|
‘
|
Total customer value
|
Total customer cost
|
|
Product value
|
Monetary cost
|
|
Service value
|
Time cost
|
|
Personal value
|
Energy cost
|
|
Image value
|
Psychic cost
|
Eg.
TCS = total customer value is
1.
Economic
2.
Functional
3.
Psychological
The
real price of anything is the toil and trouble of acquiring that.
Customers
are of two types;
1.
Easily
satisfied
2.
Hard
satisfied.
22Q. What are Customer expectations?
Expectations are
formed
1. Friends
2.
Associatives
3.
Advice
4.
Marketers
5. Competitor’s info. & promise
23Q. What are the sayings of different companies?
1. Honda :
We will be never 100% satisfied until you are too.
2.
Nissan : One reason our customers are so
satisfied is that, we are not.
3.
Japan:
Customer is
honoured guest
4.
Saturn: [General Motors]
1.Customer is everything
2. Money back guarantee
3. Staff + Customer photos
4. inviting customers
5.
Dell ; Net is a fabulous way for us to
interact with our customers.
“Build to Order”
6.
Volvo:
1. Safety
2. A long lasting car
3. Good service
4. Long warranty period
7.
Super Quinn [Supermarket, Ireland]
1. Offers coffee to customers
2. Provides umbrellas to reach car
3. Managers stand here and they ask
questions or answers
4. It offered card which are accepted
by a dozen other firms
5. It bagged cadre
24Q. What are different types of customer
satisfaction?
1. Complaint & suggestion system
2.
Customer
satisfaction surveys
3.
Ghost
shopping
4.
Lost
customer analysis
5.
Customer
indies colgate-85, Cadillac 88, Dell – 78
6.
Lowe
price
Ordinary
customers need low price.
7. 24 hours order-entry system
25Q. Customer relationship management.
1. Attracting customers
2.
Compute
the lost customers
3.
Compute
the loss of the lost customer
4.
96%
customers never complain. They just stop buying. Why?
5.
Find
out
1. Why the company lost the retention?
2. Rates?
3. Where they go now?
4. What they want?
6, solve
customer problems
26Q. Customer’s Service / Company’s attitude?
1.
The
customer is the most important person ever in this office,…Co. should attend him in person or by
mail
2.
The
customer is not dependent on us…… Co. is dependent on him.
3. The customer is not an interruption
of our works…Co.
is the purpose of it.
4.
He
is enriching our business…..Co. is not doing a favour
5.
He
is not the one to argue with wits….Co. can only win him
6.
He
brings his wants…..Co. ’s duty is to perform it
It needs 5 times cost to get a new customer.
The average company loses 10% of its customers.
5% reduction in customers leads to 25 – 85% loss in profits.
27Q. How to build up customer relationship?
|
1.
Basic Marketing
2.
Reactive Marketing
3.
Accountable Marketing
4.
Proactive Marketing
5.
Partnership Marketing
|
= simply selling
= selling + asks
customer if need be + comments, complains
= selling + phones
xustomer for quality, suggestions for improvements…
= selling + timely
meetings, showing new releases
= helps and learns
|
Most Co.s do only basic marketing
Whirlpool maintains hot line with the customers.
Boeing is the best air craft
of USA so India too buys.
GE plastic – e-mail
Dell – Web
Ameritrade – CD – RAM – complete details
28Q. How customer bond
formation is done?
1.
Get gross departmental participation
to search for customer satisfaction.
2. Invite customers in business decisions.
3. Create superior products, services.
4. Meet individual customer needs, preferences contacts, customers..
5. Award employees who meet customers.
6. Reward customers who buy frequently.
7. Companies which benefited by Frequency Programmes
1.
American Airlines - mileage
credit
2.
Hotels - concessions, more friends,…
3.
Car-rentals - if 5 days rent then one day free
|
4. Credit card
companies -
|
on usage of card maximum deficiency in
foreign tours
|
|
5, Super Markets -
|
Discounts
in
1] amount
purchased
2]
special items
3]
special days
|
|
6, Club
Membership
|
Onida, Apple,
Vishalandhra
|
|
|
|
8.
Create long term contacts
9. Charge low price
10.
Don’t charge for simple
services
29Q.
What is called customer profitability?
1.
20 – 80 rule
2. The top 20% of the customers generate as much as 80% of the
company’s profits.
3. 20 – 80 – 30 rule
4. Though 20% generate 80% of company’s profits half of which are lost
serving the bottom 30% of unprofitable customers.
5. Worst customers can be fired
6.
Instead of large profit on
a single piece slightly reduce the price and increase the turn over.
30Q. Depending on profitability how customer are
classified?
1.
Platinum Customers - most profitable
2. Gold Customers - profitable
3. Iron Customers - low profitable
4.
Lead Customers - un profitable
31Q. How customers are to be attended?
1.
One sales boy to each
platinum/gold Customers
2. Note down from Phone what do they want?
3. Sending gifts
4. Never collect from small things
5. Be resourceful
6. Free service if need be once in a year or so
7. Meeting with Customers
8. Take their suggestions
9. Avoid Show put up business / come up with hard work
10.
Commonsense
32Q. What are the different types of Customers
service?
1.
Door deliveries
2.
Serving even in forests
3.
Catering
4.
Home theater
5.
24 hours milk
6.
Swimming pools
7.
Gyms
8.
Beauty parlours
9.
Oxygen parlours
10.
Cow milk
11.
Sahara India air fares
12.
Costly packs coming
13.
Sachets
Etc., etc.,
33Q. What are the different types of multiple
options?
1.
Cross selling
2. Upselling
3. Internet
4. ATMs
5. Call centres
6. Contact centres
7. Desk tops
8. Kiosks
9. Mobiles
Etc.
1] Customer satisfaction is
victory of a business.
2] Service and value have
prompted many companies to organize their business around customers.
3] CRM = Customer Relationship Management
4] Have focus on
individual, lone-to-one relationship with Customers.
5] Have long term customer
retention and growth strategy.
6] Direct interaction with
en d customers.
7] Cross selling and
upselling are possible to a greater extent for customers, if they are loyal and
committed to the firm and its offerings.
8] it is recognizable that
Customers expectations have changed significantly in recent years.
9] The reasons for
Customers choice are
1. new
technology
2. increased availability
of varieties
3. high quality
4. on the spot
sales
Made the
Customers choicest.
