Customer Relations

​Positive Customer Relation

​What is customer relations?

​All the activities a business engages in to interact with its customers.

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Define the following

1.    Corporate culture: The values and ideals that an organization encourages among its employees.

2.    Courtesy: Polite behavior; good manners.

3.    Customer loyalty: The customer’s preference for a business; usually expressed in regular purchases from the business.

4.    Customer relations: All the activities a business engages in to interact with its customers.

5.    Customer service: Activities and benefits provided by a business to its customers to create goodwill and customer satisfaction.

6.    Customer-centric: Focused on customer needs and wants.​

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​1.    Internal customers: The people (i.e., employees) who work cooperatively together to achieve business goals.

2.    Patronage: Loyalty to a particular business.

3.    Proactive: Adapting to the environment in advance of the occurrence of events; taking advantage of opportunities rather than reacting to problems.

4.    Productivity: The amount and the value of goods and services produced (outputs) from set amounts of resources (inputs).

5.    Touchpoints: All the opportunities that businesses have to connect with customers and reinforce their brand value.

6.    Word-of-mouth promotion: Promotion for a business provided by customers who tell others of their satisfaction with the business.

​Building Customer relations

​COMPLETE THE FOLLOWING

• Explain what it means to have positive customer relations.

• Identify factors that affect customer relations.

• Explain techniques for building positive customer relations.

  IN GROUPS OF 3 CREATE A ​

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