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Skills Development


> Creating Customer Value
   thro Service Orientation

> Training the Trainer

> Making Effective and
   Persuasive Presentations

> Analytical Thinking Skills

> I in Project Quality

> Leadership Development
   and Executive Coaching

> Achievement Motivation


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> Workshops  >  Skills Development  >  Creating Customer Value thro Service Orientation

Creating Customer Value thro Service Orientation



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.


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.


3 Days


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.


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.


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.

Note : * An event of this nature will need to be customized to include real life case studies and work related
            situations to optimize learning.

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