|
Introduction:
The most important
person in any business is the customer. Customer is not dependant on any
organisation but the survival any organisation is dependent on the Customer.
Gaining a customer may take days or weeks or even months but we may lose the
Customer in shortest time due to lack of effective
customer service and inefficient complaint handling.
The satisfied customer
is your company’s spokesperson in the market. On the other hand a dis-satisfied
customer creates “negative referrals” which results in negative brand image.
Against this backdrop, it is important to address customer complaints
effectively as it increases the chance of the customer retention &
customer loyalty.
Objectives of the training programme: -
To learn how customer
satisfaction is raison d'être of our business
To learn why customers
are satisfied and customers are dissatisfied
To learn how to
elevate services from satisfaction level to delight level
To learn what
measurements are necessary to track the customer satisfaction
Unique Programme Takeaway: -
Participants would be
sensitized on calculation of the cost of the loss of customer or overall
customer attrition.
Training Methodology: -
All the adult learning
tools will be used in the training. It will have games, exercises, role plays
etc
A combination of
videos, slides, group discussions, brainstorming, and case study examples
will be used within each module.
Each module is
designed to encourage active participation from each group member.
Learning Implementation Plan (LIP) and Post-Training
Evaluation: -
At the end of the
training session, a Learning Implementation Plan (LIP) or Action Planning
would be obtained from each participant and handed over to the HR/ Training
Department.
|