Developing Customer Relationship Management Skills of Employees of a Small Scale Business Enterprise

Abstract

Rice Stores are outlets of rice millers where employees meet many consumers. This article presents one of the training sessions on customer relationship management, strategies to increase sales, and the use of 7 habits of highly effective people (Covey, S, 1990). The training modality used focused on group discussion. Majority of participants were high school graduates. Significant changes and improvements were evident based not only on sales increase but also on the level of the employees’ happiness where transparency and willingness to perform daily tasks were enhanced. Rice store owners are challenged by low sales volume and unproductive employees. The employee does not understand how one should deal with the customers effectively. The training was conducted to improve sales performance. The store owner was hoping to see more sales. The series of training resulted to positive response from employees in terms of engagement and cooperation.