Module 7 â Customer Service & Relationship Management
Module 7 â Customer Service & Relationship Management
ð¯ Learning Focus: Building trust = repeat sales.
Fast response in online inquiries
Transparent pricing, warranty, delivery timelines
After-sales support (training videos for hospital staff, rental contract terms)
CRM integration (Odoo CRM, SAP link)
Loyalty & referral programs
ð Module 7 â Customer Service & Relationship Management
ð¯ Learning Focus (áááºáá°áááá·áº á¡áááá¡áá»ááºáá»á¬áž)
Building trust = repeat sales
(áá¯á¶ááŒááºááŸá¯ áááºáá±á¬ááºááŒááºáž = ááŒááºáááºá¡áá±á¬ááºáž)Fast response in online inquiries
(á¡áœááºááá¯ááºážáá±ážááŒááºážááŸá¯áá»á¬ážááœáẠááŒááºáááºáá±á¬ áá¯á¶á·ááŒááºááŸá¯)Transparent pricing, warranty, delivery timelines
(ááŸááºážáááºáž/ááœáá·áºáááºáž-á á»á±ážááŸá¯ááºážá á¡á¬ááá¶á á¡áá»áááºáá®-ááá¯á·áá±á¬ááºááá¯ááºááŸá¯)After-sales support (training videos for hospital staff, rental contract terms)
(áá±á¬ááºážááŒá®ážáá±á¬ááº-á¡áá°á¡áá® â áá±ážáá¯á¶áááºáááºážáá»á¬ážá¡ááœáẠáááºáááºáž-á á¬á¡á¯ááºá á¬áááºážáá»á¬ážá á¡ááŸá¬ážá á¬áá»á¯áẠá ááºážáá»ááºážáá»á¬áž)CRM integration (Odoo CRM, SAP link)
(CRM(áá±á¬ááºáááº-áááºáá¶áá±áž-á á®áá¶ááá·áºááœá²ááŸá¯)-áá±á«ááºážá ááºážáá±áž â Odoo CRM, SAP áá»áááºáááºááŒááºáž)Loyalty & referral programs
(áá á¹á á¬ááŸáááŸá¯-á¡á á®á¡á ááºááŸáá·áº ááááºááœáŸá²-á¡á á®á¡á ááºáá»á¬áž)
1. Reading Materials (áááºáááºá á¬áá»á¬áž)
Trust is the foundation of repeat sales.
(áá¯á¶ááŒááºááŸá¯ááẠááŒááºáááºá¡áá±á¬ááºážá á¡ááŒá±áá¶ááŒá áºáááºá)Fast responses to online inquiries build customer confidence.
(á¡áœááºááá¯ááºážáá±ážááŒááºážááŸá¯áá»á¬ážááœáẠááŒááºáááºáá±á¬ áá¯á¶á·ááŒááºááŸá¯áá»á¬ážÂ ááẠáá±á¬ááºááẠáá¯á¶ááŒááºááŸá¯ áááºáá±á¬ááºáá±ážáááºá)Transparent pricing, warranty, and delivery timelines prevent disputes.
(ááŸááºážáááºáž/ááœáá·áºáááºáž-á á»á±ážááŸá¯ááºážá á¡á¬ááá¶ááŸáá·áº á¡áá»áááºáá®-ááá¯á·áá±á¬ááºááá¯ááºááŸá¯Â ááẠá¡ááŒááºážááœá¬ážááŸá¯áá»á¬ážááᯠááŸá±á¬ááºááŸá¬ážá á±áááºá)After-sales support, such as training materials for hospital staff or clear rental contract terms, builds customer retention.
(áá±á¬ááºážááŒá®ážáá±á¬ááº-á¡áá°á¡áá®Â â áá±ážáá¯á¶áááºáááºážáá»á¬ážá¡ááœááºÂ áááºáááºáž-á á¬á¡á¯ááºá á¬áááºážáá»á¬ážÂ ááá¯á·ááá¯áẠá¡ááŸá¬ážá á¬áá»á¯ááºá ááºážáá»ááºážáá»á¬ážáááºÂ áá±á¬ááºáááº/áááºáá°áá°-ááááºážááááºážááŸá¯Â áááºáá±á¬ááºá á±áááºá)CRM integration with Odoo or SAP ensures seamless customer data and service flow.
(CRM(áá±á¬ááºáááº-áááºáá¶áá±áž-á á®áá¶ááá·áºááœá²ááŸá¯)-áá±á«ááºážá ááºážáá±ážÂ ááẠOdoo ááá¯á·ááá¯áẠSAP ááŸáá·áº áá»áááºáááºá¡áá¯á¶ážááŒá¯ááŒá®ážÂ áá±á¬ááºáááº-áá±áá¬Â ááŸáá·áº áááºáá±á¬ááºááŸá¯ááᯠáá»á±á¬ááœá±á·á á±áááºá)Loyalty & referral programs increase repeat sales and improve customer lifetime value (CLV).
(áá á¹á á¬ááŸáááŸá¯-á¡á á®á¡á ááºááŸáá·áº ááááºááœáŸá²-á¡á á®á¡á ááºáá»á¬ážÂ ááẠááŒááºáááºá¡áá±á¬ááºáž ááá¯ážáááºá á±ááŒá®ážÂ áá±á¬ááºáááº-ááááºáá¬-áááºááá¯ážÂ ááᯠááŒáá·áºáááºá á±áááºá)
3. YouTube References (áá®áá®ááᯠáá±á·áá¬áááº)
ð âCRM & Customer Service Basicsâ
ð âBuilding Customer Trust Onlineâ
3. Case Studies (ááá á¹á áá±á·áá¬ááŸá¯ Ã3)
Case 1:
A hospital equipment supplier added after-sales support with training materials. Customer retention increased 30%.
(áá±ážáá¯á¶áá á¹á ááºáž áá¶á·ááá¯ážáá°áá áºáŠážÂ áááºÂ áááºáááºáž-á á¬á¡á¯ááºá á¬áááºážáá»á¬ážÂ áá«áááºáá±á¬Â áá±á¬ááºážááŒá®ážáá±á¬ááº-á¡áá°á¡áá®Â ááá·áºááœááºážááŒá®ážÂ áá±á¬ááºáááº/áááºáá°áá°-ááááºážááááºážááŸá¯Â áá% ááá¯ážáááºáá²á·áááºá)
Case 2:
A diving school integrated CRM (Odoo + SAP). Faster follow-ups improved bookings by 40%.
(Diving School áá áºáá¯Â áááºÂ CRM(áá±á¬ááºáááº-áááºáá¶áá±áž-á á®áá¶ááá·áºááœá²ááŸá¯)-áá±á«ááºážá ááºážáá±ážÂ Odoo ááŸáá·áº SAP ááá¯á·ááŸáá·áº áá»áááºáááºá¡áá¯á¶ážááŒá¯ááŒá®áž ááŸá¬áá°ááŸá¯ á¡áááºááŒá¯áá»ááºáá»á¬áž áá% ááá¯ážáááºáá²á·áááºá)
Case 3:
A medical rental service created loyalty & referral programs. Repeat orders grew by 50%.
(áá±ážáá á¹á ááºáž á¡ááŸá¬ážáááºáá±á¬ááºááŸá¯áá áºáá¯Â áááºÂ áá á¹á á¬ááŸáááŸá¯-á¡á á®á¡á ááºááŸáá·áº ááááºááœáŸá²-á¡á á®á¡á ááºáá»á¬ážÂ áááºáá®ážááŒá®áž ááŒááºáááºá¡á±á¬áºáá«áá»á¬áž á á% ááá¯ážáááºáá²á·áááºá)
4. FAQs (áá±ážáá±á·ááŸááá±á¬áá±ážááœááºážáá»á¬áž Ã5)
Why is fast response important? (ááŒááºáááºáá±á¬ áá¯á¶á·ááŒááºááŸá¯ áá¬ááŒá±á¬áá·áº á¡áá±ážááŒá®ážááá²?)
Builds trust and prevents churn. (áá¯á¶ááŒááºááŸá¯ áááºáá±á¬ááºááŒá®ážÂ áá±á¬ááºáááº-áá¯á¶ážááŸá¯á¶ážááŸá¯-ááŸá¯ááºážÂ ááᯠáá»áŸá±á¬á·áá»áá±ážáááºá)How does transparent pricing help? (ááŸááºážáááºáž/ááœáá·áºáááºáž-á á»á±ážááŸá¯ááºáž áááºááᯠáá°áá®ááá²?)
Increases confidence and avoids disputes, improving the overall customer experience. (áá¯á¶ááŒááºááŸá¯ ááá¯ážáááºá á±ááŒá®áž á¡ááŒááºážááœá¬ážááŸá¯ áááŒá áºá á±áá¬Â áá±á¬ááºáááº-á¡ááœá±á·á¡ááŒá¯á¶Â ááᯠááŒáŸáá·áºáááºáá±ážáááºá)What is after-sales support? (áá±á¬ááºážááŒá®ážáá±á¬ááº-á¡áá°á¡áá® ááá¯áááºááŸá¬?)
Post-purchase help like training materials or warranty. (áááºááŒá®ážáá±á¬ááºÂ áááºáááºáž-á á¬á¡á¯ááºá á¬áááºážáá»á¬ážá á¡á¬ááᶠá áááºááŒáá·áº áá¶á·ááá¯ážáá±ážááŒááºážá)Why integrate CRM with ERP? (CRM ááᯠERP áá²á· áá»áááºáááºáá¯á¶ážááá·áºááá¬áž?)
To unify customer data and streamline service through CRM integration. (áá±á¬ááºáááº-áá±áá¬Â áá±á«ááºážá ááºážááŒá®ážÂ CRM(áá±á¬ááºáááº-áááºáá¶áá±áž-á á®áá¶ááá·áºááœá²ááŸá¯)-áá±á«ááºážá ááºážáá±ážÂ ááŒáá·áº áááºáá±á¬ááºááŸá¯ áá»á±á¬ááœá±á·á á±áááºá)How do loyalty programs increase retention? (áá á¹á á¬ááŸáááŸá¯-á¡á á®á¡á áẠáááºááᯠááááºážááááºážááŸá¯ ááá¯ážáááºá á±ááá²?)
They reward repeat customers, increasing customer lifetime value. (ááŒááºáááºáá±á¬ááºáááºáá»á¬ážááᯠáá¯áá»á®ážááŒáŸáá·áºááŒááºážááŒáá·áºÂ áá±á¬ááºáááº-ááááºáá¬-áááºááá¯ážÂ ááᯠááá¯ážááŒáá·áºá á±áááºá)
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