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> Creating Customer Value
   thro Service Orientation

> Training the Trainer

> Making Effective and
   Persuasive Presentations

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   Development

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   and Executive Coaching

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

Creating Customer Value thro Service Orientation

 

WORKSHOP OBJECTIVES

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.

CONTENTS

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.

DURATION

3 Days

TERMINAL OBJECTIVES

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.

EVENT CONDUCTION METHODOLOGY

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.

CUSTOMIZATION

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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