Sharing Session
Customer Relationship Management
Service Centre
Introduction | Task Assigned | Our Progress | Problems | Suggestions | What Have We Learnt...

INTRODUCTION

CRM ...

- Ongoing relationship between suppliers and customers of
goods and services

- Involves continuous attention to the customers - company relationship,
in terms of time, money, and other resources

- refers to an enterprise transformation that places the customer at the center of all activities

[The goal of CRM is to optimise customer and partner satisfaction, revenue,
and business efficiency by building the strongest possible relationships at an organisation level.]


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TASK ASSIGNED

- Secondary research on CRM

- Proposal on "CRM Workshop"

- Proposal on "Mystery Shoppers"

- Report on MSC outlets and performance of MSC staff

- E-Learning Kit


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OUR PROGRESS

- Secondary research on CRM has been completed

- Proposal for 3-days CRM Workshop is still in progress

- Materials for workshop have not been prepared


Content for the proposal...

- Introdution of CRM

[Definition of CRM]
[Looking at what customer service is]


- Dealing with difficult customers

- Dealing with customers' complains

- Ways to keep your customers

- Up-sell/Cross-sell as part of CRM

- How to connect with customers

- Gaining customer loyalty and handling turnoff

Mystery Shoppers...

- To assess the performance of MSC staff

- Comparison with external competitors

- To make recommendations for improvement in sales and work attitude


Currently

  • Survey form has already been prepared
  • Discussion on the proposal
  • Searching for external competitors
  • Preparing the schedule

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PROBLEMS FACED

- Limitation due to school holidays

- Difficulties finding surveyors from other schools

- Lack of facilities (e.g. telephone, computers etc.)

- Insufficient manpower to handle projects

- Shorter time frame to survey MSC staff due to the change in
the opening hours of MSC outlets

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SUGGESTIONS

- Get most of the TEP students to do the surveys

- Calling up lecturers from other schools

- Place a telephone in the CRMSC room

- Add more computers in the room

- Inform surveyors of the operation hours of MSC outlets
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WHAT HAVE WE LEARNT...

- Have a better understanding of CRM

- Better knowledge of CRM Workshops

- How MSC outlets are assessed

- Time Management

- Ways to handle difficult customers

- Teamwork
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Team B

Presenters-
Cinthia
Niza

Members-
Hera
Susanna
Yinzi

Special Thanks to:

Ms Wendy Sim
Ms Vivien Koh
Audience
1