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.