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Customer relationship management (CRM) is all about understanding customers' needs and problems, meeting their commitments and providing superior after sales service, said Ms Anita Peter, Corporate Trainer, here.
Delivering a lecture on CRM, organised by the BL Club and sponsored by Syndicate Bank for the students of Mount Carmel Institute of Management, she told them as customer relations managers, they needed to develop a healthy relationship, select an appropriate offering, customise the relationship, link the solution with customers' needs and also discuss customer concerns. “The important factor is serving a customer is to set a goal. Create and keep a customer. Never sell to the customer, allow him to buy because a customer loves to buy and he hates to be sold. With customers, you use your emotions and not knowledge,” she told the students.
Ms Peter told the students to have the right attitude while dealing with customers. “Smile from your heart, know your product, do not give excuses and think out of the box as great customer service comes from inside of the heart and it can be done by each one us,” she said.
“Remember it is you who shape the future of your corporation or business. You need to be an independent thinker and also highly curious and observant,” she said.
Sharing examples, Ms Peter noted how customers can “make or break” an organisation.
She quoted the example of an airline in the US, and through a video presentation explained how it lost millions of dollars and a huge market share due to bad customer service offered to one of its travellers by a handful of employees. “Be honest to your customers and have a long term perspective because it is very difficult to retain customers,” Ms. Peter added.
Mr Arvind Ronad, Deputy General Manager, Syndicate Bank, said that theirs was a “people first” bank and focuses on delivering quality services to its customers. Syndicate Bank has 2,300 branches and its annual turnover has reached Rs. 225,000 crores, he said.
Mr S. Ganesh, Customer Relations Manager, Syndicate Bank, spoke about SyndYuva and SyndVidya, the bank's products for youngsters.
Prof Terence D'Souza, Principal, Mount Carmel Institute of Management, welcomed and introduced the guests to the gathering.
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