2Exhibitions

Design and Implement the Customer Experience which will turn your one time buyer into a customer for life, has now become the compelling focus across sectors and organizations.

Companies, where Customer Service Excellence is a component of the core strategy, will find that this program will equip the participants with the skills and knowledge of processes, which will change the way they work. The workshop will focus on enabling Leaders and Managers to deliver superior value to their customers and thereby ensure greater revenue and profits.

METHODOLOGY:
The sessions will involve the participants actively through a mix of exercises, role-plays, case studies, work sheets and videos. Course materials will also include:
a. Team Leadership Audit,
b. Managerial Style Audit,
c. Service Delivery Audit Process and
d. Customer Satisfaction Audit Process

FEE:
Rs 10,500/- plus service tax @ 10 percent plus education cess @ 3 percent = Rs 11,582/- per head. The fee is payable in advance and includes lunch, tea / coffee on both the days and the course material. The seminar is non-residential.

A discount of 10 percent (Rs 1158 per head) will be available for groups of three or more nominees from the same organization at each location.

Visitors:
Workshop Overview
a. The Service Society
b. Service as a differentiators

1. Know Your Customers And Competition
a. Know your Company's Core Business
b. Understand your Company's Strategic Direction

2. Build Customer Focus
a. Create your Service Vision
b. Treat your Customers the Right Way
c. Define your "Moment of Truth"
d. Stay close to your Customer

3. Design An Effective Service Organization
a. Select the Right People
b. Train, Motivate and Empower Employees
c. "Invert the Pyramid"
d. Recognize and Reward Excellence

4. Design & Implement Service Delivery:
a. Define Superior Service
b. Define Service Tasks
c. Set Service Standards
d. Measure Service Quality

5. Manage Service Quality
a. Plan for "Service Recovery"
b. Implement "Service Recovery"
c. Manage Demanding Customers
d. Profit from Complaints

6. Customer Relationship Management
a. From product to experience
b. Creating customer delight
c. Creating Customer Loyalty
d. Role of Technology

7. The Right Leadership
a. Leading Teams
b. Leadership Style
c. Seizing the Future

8. Customer Service Excellence
a. Why Companies don't satisfy?
b. Stages in Customer Service Excellence
c. Customer Satisfaction Audit

Exhibitors:
FACULTY
Mr. NABENDU GUPTA has corporate experience of 28 years in India and abroad, after his Post Graduate Diploma in Management from IIM Calcutta. He has worked in Sales, Marketing and General Management with the Tatas, Unilever and Reckitt & Colman, where he was General Manager, Delhi. He has subsequently worked as Vice President (Marketing) Reliance Telecom, Senior Vice President (Consumer Products), Pidilite Industries Ltd & Chief Executive, Business Standard Ltd.

Mr. RAHUL SARIN is a Master in Management Studies from University of Bombay with 16 years experience in Sales, Marketing and General Management with the Unilever group in India and Overseas. He has experience in strategic areas that include new category development, Sales transformation and business entry plans for new geographies.

Master in Management Studies from University of Bombay, Sales, Marketing and General Management, Unilever group in India, Team Leadership Audit, Managerial Style Audit, Service Delivery Audit Process, Customer Satisfaction Audit