Interactive Webinars on
Negotiating for Success
Exceptional Customer Service
29th September 2021
11:00 AM to 02.00 PM
30th September 2021
11:00 AM to 02.00 PM
Mr. Kartik Raina
Ex MD - Unilever Bestfoods Ė Sri Lanka & Maldives
In todayís world, Negotiation is a skill no one can do without. It would be fair to say that throughout the day we are involved in some form of Negotiation or the other. Whether it is in our work situation or in our personal lives, Negotiation is a continuous activity.
Sales and Purchasing professionals particularly need advanced Negotiation Skills to execute their responsibilities effectively. This one day programme aims at focusing on these skills with a view to improve them.
Objectives Of The Programme
By the end of the day, participants will be able to:
Understand the role of Negotiation in work
Appreciate the various styles of Negotiation
various phases of the Negotiation process
Analyze their own Conflict Handling Styles
Make an Action Plan to make their Negotiations more effective
‹ What is Negotiation?
‹ Why Negotiate?
‹ The Stages of Negotiation
‹ Negotiation Strategy
‹ Managing Perceptions
‹ Handling Conflict
‹ Most common mistakes in negotiation
‹ Negotiating tactics
Gain powerful, creative strategies for handling Services and maximizing customer retention Ö Fielding Services can be the hardest part of working with customers. Itís frustrating, stressful and hard. You never know when a Service will happen, how angry the customer will be, how large the problem will be, or if you can even come up with a solution to their problem. What makes your job even tougher: todayís customers are smarter and more demanding than ever! Effectively resolving and handling customer Services is vital to your organizationís success.
Who Should Attend
CEOs, COOs, Presidents, Vice Presidents, Directors, General Managers, Senior Managers, Heads of Agencies, Creative Directors, Account Managers, Brand Managers, Consultants from all leading corporate.
‹ Building Customer Rapport & Goodwill
‹ Concept of Service Standards
‹ Handling Problems & Complaints
‹ Communicating With Customers
‹ Dealing With Difficult Customers
‹ Projecting A Professional Image
‹ Being A Customer Service Superstar
Profile of Faculty
Mr. Kartik Raina - Ex MD - Unilever Bestfoods Ė Sri Lanka & Maldives
Mr. Kartik Raina did MBA from Jamnalal Bajaj Institute of Management Studies, Mumbai, with a Specialization in Sales & Marketing; Kartik Raina has a total work and consulting experience of over 46 years.
On the domestic front, he started his career with RHL (now Procter & Gamble) working through various Sales & Brand Management assignments across India. Mr. Kartik then moved to GSK Consumer HealthCare, where he spent over 14 years handling various Sales & Marketing responsibilities, culminating as the Head of All India Sales, along with country responsibility for Bangladesh & Nepal. He then moved to Dabur as General Manager, Sales & Marketing, tasked to professionalize the ways of working of the companyís Sales & Marketing operations. He was made CEO of the Foods business, where he conceived and launched Real Fruit Juice and the Homemade range of cooking ingredients.
Internationally, he has worked for FaeEast Mercantile Company, Nigeria, heading their Consumer Division from 1986 - 90.This included handling negotiation & purchase of Stockfish & Fisheads (a dried form of fish), and then Branding &Selling it.† This involved regular travel to Iceland, Norway, Faroe Islands & Greenland. He has also been the Executive Director of Hoechst West Africa for Ghana, Nigeria, Togo & Benin. He concluded his International career in Colombo as the Managing Director of the Unilever Bestfoods company, looking after Sri Lanka &the Maldives.
Kartik is/has been Visiting Faculty at various Management Schools including IIM Ahmedabad, IIFT, New Delhi, SP Jain Global School of Management at their Mumbai, Singapore, Dubai & Sydney campuses, IMT, Ghaziabad & Dubai, IBS Hyderabad, IMI New Delhi, B M Munjal University and the Amity Business School, NOIDA. He also is a regular Guest faculty at the Lal Bahadur Shastri National Academy of Administration (LBSNAA), Mussoorie.
How to Register:
18% GST is applicable
> Mode of Payment: NEFT /Paytm / Credit Card/ GPAY
> Fees include certificate of participation & Course Material.
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