Workshop on Customer Service
Customer understanding is becoming essential for growth and profitability. Customer acquisition, customer retention, customer delight, are all acquiring a focal point in the planning and execution of the sales and marketing strategies in Industry. Innovative practices are evolved to build long term beneficial relationships with customers. Effective practices are adopted to provide individualized services to appropriately segmented customers.
A company with excellent customer service is more likely to get repeat business from customers. Consequently, the company will benefit with greater sales and profits. On the other hand, companies with poor customer service may lose customers, which will have a negative impact on business. It costs a lot more money for a company to acquire a customer than to retain them.Therefore, organizations are focused on creating customer focused culture.
If organizations don’t recognize the value of customers, they leave. If treated with respect, customers gain and inspire loyalty. Every organization is looking for creating memorable customer experiences. The innumerable changes in the customer base and their expectations need to be recognized. Changing demographic profile is a major driver for this change. It is now important for organizations to adapt their business model to the new consumer paradigm.
The overall objective of the workshop is to sensitize the participants about concepts of customer centricity and customer service. This leads to the development of a customer focused culture, where the customer is at the core.
This interactive workshop is designed to provide an understanding of customer centricity and its linkage to growth and profitability. The workshop will focus on
- Elements of customer behavior
- Customer need Analysis
- Customer acquisition model
- Service Model
- Customer expectation analysis
- Customer engagement, satisfaction, loyalty
- Value creation through customers.
- Customer centric culture
- Customer at the core
Duration: 3 days
Trainers: Dr Asha Naik and Mr. Shekhar Naik