The document discusses customer relationship management based on the author's experience visiting three outlets - a hotel, textiles shop, and gift shop. It describes the author's experience at each outlet, including both positive and negative aspects of customer service. Key aspects of good customer service discussed include meeting customer expectations, understanding customer needs and perceptions, ensuring customer satisfaction, and retaining customers.

1. Customer Relationship Management

13. Task

15. Most people think they are paid by their company- that’s wrong. We all are paid by our customers.

19. Maslow’s Hierarchy of customer service

25. My Ratings M3

28. Customer satisfaction solutions