Customer Service Excellence
Get Certificate from California state university
Importance of customer service in the New Indian Economy.
Importance of customer service in the New Indian Economy.
A few Tips
Date & Venue:7th-8th January 2011, Mumbai
"The longer you wait,
Date & Venue:7th-8th January 2011, Mumbai
"The longer you wait,
the harder it is to produce outstanding
customer service."
ABOUT THE SEMINAR:
ABOUT THE SEMINAR:
Often the complaints simply arise because the customer doesn't feel he has been treated right. A research conducted by McGraw Hill has revealed that the reason why 68% of customers quit doing business with a company had nothing to do with the quality of the product or service. It was simply because of an attitude of indifference towards the customer by the owner, manager or an employee.
BENEFITS OF ATTENDING:
BENEFITS OF ATTENDING:
Understanding the fundamentals of customer service
Discovering latest trends & strategy in customer service
Measuring & Managing customer service standards
Linking service quality with brand equity
Mastering excellence in customer service
PROGRAM OUTLINE:
PROGRAM OUTLINE:
Day 1:
How to win back Lost Customer? Providing value to "Safe" Customer.
Customer Retention v/s. Customer Satisfaction Metrics/Mindsets.
Implementing Customer Relationship – Latest Practices.
Tips & case Studies with focus on activities done by others.
How to improve customer care & delight? Ways to delight "Core" customer
Application of grid approach in understanding self & customer management
Day 2:
How to build excellence in system for customer service?
Strategies and developing customer as spokesman
Evaluating standards & improving response to Customer Complaints / Enquiries
Handling Irate customers -How to do it effectively? Handling tough & difficult customer
FEES & REGISTRATION:
FEES & REGISTRATION:
Registration fee is Rs.9950 before 24th December and Rs.10950 per participant if booked after 24th December, 2010 for 2 Days Non Resident Training, which includes lunch, tea, course materials. To register please email: rks_pmc@yahoo.com, srivastava@vsnl.net or send the registration fees to Professional Marketing Consultants, 2/9/12, Blue Moon, Bhawani Nagar, Marol, Mumbai-400059
FACILITATORS:
FACILITATORS:
Dr. Beverlee Anderson: Ex. Dean California State University, San Marcus, USA. Was Director of the Center for Consumer Studies at Wright State University, Attached as a consultant to many companies
Dr. R. K. Srivastava,
Marketing Consultant, Ex. Country Head-Rowa, Attached as an advisor to Indian & MNC Companies of SARC countries .Has given lectures in USA, Thailand, Denmark, Nepal, Srilanka and written five books with more than 100 papers to his credit.
CLIENTS:
Aditya Birla, Abott, Asian Paints, Alembic, Aventis, Bayer, Bajaj, , Cavine Kare, CMC, Colgate, Cipla, Cadila, Dr. Reddy, E Merck, Glaxo, Glenmark, Godrej, HLL, Honeywell, Ispat, ICI, ITC, JL Morrison, J&J, Lakme, Lupin, M&M, Mcdowel, Mukund, Nerolac, Novartis, Nicholas, Network, Orient Cement, Pfizer, Philips, Reliance, Ranbaxy, Rallis, SBI, Shangrila Foods, Tata, TCS, Tata Communications, Tata Tea, Torrent, Voltas, Vodafone, Zenith &many more.
