Sharing Session
Customer Relationship Management
Service Centre
Introduction | Task Assigned | Our Progress | Problems | Suggestions | What Have We Learnt...
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.]
- Secondary research on CRM
- Proposal on "CRM Workshop"
- Proposal on "Mystery Shoppers"
- Report on MSC outlets and performance of MSC staff
- E-Learning Kit
- 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
- 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
- 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
- Have a better understanding of CRM
- Better knowledge of CRM Workshops
- How MSC outlets are assessed
- Time Management
- Ways to handle difficult customers
- Teamwork