WORKSHOP OBJECTIVES

To facilitate the members to :

• Identify the impact of customer behavior on self.

• Establish customer rights.

• Establish the process of identifying customer needs & motivation.

• Establish the process of building customer value using value chain proposition.

• Handle customer indifference and resolve complaints.

• Use relationship marketing strategies.

• Focus on overall customer satisfaction.

CONTENTS

Topics included are :

• Role Clarity of the Service provider – ‘I’ in ServIce.

• Customer Definition and His rights.

• Understanding Customer Expectations.

• Why do customer requirements change? Mapping requirements.

• How does Customer perceive my service?

• Impact of customer behavior on my role and business.

• Managing & Fulfilling customer Expectations.

• Creating the customer experience.

• The rings of customer service – product, support, overall enhanced value service.

• Preparing an overall approach to handle customer indifference, complaint handling and management.

• Relationship marketing – concepts and strategy.

• Value of customerization of service.

• Value chain analysis.

• Delivering customer value.

DURATION

3 Days

TERMINAL OBJECTIVES

By the end of the course the participants will be able to :

• Become customer focused.

• Align tasks in relation to customer requirements.

• Identify customer motivation and transact business effectively.

• Resolve customer complaints with greater ease.

• Focus on overall customer satisfaction and align all activities around the customer.

• Build customer value.

EVENT CONDUCTION METHODOLOGY

Experiential learning workshop using :

• Work related simulations.

• CRM games.

• Case study.

• Video films / case-lets.

• Group discussions.

• Presentations.

• Self assessment tools.

• Facilitator led Lectures & discussions.

CUSTOMIZATION

The learning event contents will be customized as per the learning application requirement of the customer organization. Consequently the duration of the program is likely to undergo some change.