LEARNING BENEFITS
- Define the importance of providing world class Customer Care
- Identify the Customer Service Value Chain in own line of business
- Apply the key elements of world class Customer Care
- Create a SMART Plan of Action to implement learning from the workshop
WHO SHOULD ATTEND
All Customer Facing Professionals In Sales Or Service And Their Supervisors.
METHODOLOGY
- Andragogy
- Multi Stimuli
COURSE CONTENTS
- Overview on Customer Service
- What is Customer Service
- Who is my Customer
- Examples of world class Customer Service
- Poor Customer Service : examples, implications
- Why is Customer Service important
- Customer Service in 21st century
- Where does Customer Service start and end
- How critical is Customer Service today
- The changing face of Customer Service
- Key challenges in Customer Service
- Stats of Customer Service
- Key Components of Customer Service today
- Key components of Customer Service
- People and Procedure Dimension
- Understanding the psychology of the Customer
- Role of Customer Perception in Customer Service
- Efficiency Vs Effectiveness
- Key Competencies and qualities in a 21st Century Customer Service Professional
- Key Qualities in a world class Customer Service professional
- RATER model
- Tools for Customer Service Excellence
- TA
- Objection Handling technique LAICP
- Needs, Wants, Demand
- Pro-active / Reactive approach
- Measuring Customer Care Standard
- Measuring Customer Service Standards
- Creating SOPs for Customer Service Excellence in your business
- How effective am I as a Customer Service Professional : Psychometric Profiling
- Creating a SMART Plan of Action to implement learning
Ayan Banerji
Lead Facilitator & Coach
Edxcare Learning Services
Ayan's Expertise
Ayan Banerji is a Fellow of the Life Management Institute, from the Life Office Management Association, USA, an Associate in Financial Planning from the Financial Planning Standards Board, India and accredited from the Insurance Institute of India.
Ayan has been certified on numerous global Learning & Development sessions by global and Indian L & D organisations to conduct workshops on Leadership, Personal Excellence, Sales Process, Key Account Management and Experiential Learning.
Handling projects on Human Capital Management for reputed corporate houses, Ayan is humbled by the opportunity to learn everyday.
Ayan's Experience
A Graduate in Mechanical Engineering from Jadavpur University, Kolkata, Ayan has many years' exposure to working with Fortune 500 companies in India and abroad in Project Management, as well as in risk management and financial services. He has led high performance business development and Learning / Development teams in diverse business domains.
Ayan also has over fourteen years of exposure conducting high impact workshops for reputed corporate clients in India and abroad. Over 50 reputed corporate houses and identified Business Management Schools regularly seeks his professional services.
Ayan's Repertoire
Ayan facilitates Learner Centric workshops on Transformational Leadership, Team building, Personal Excellence and Sales Effectiveness for large organizations in BPO, FMCG, Real Estate, Engineering, Supply Chain, Telecom, Banking, Financial and many other sectors in India and abroad. Handling diverse levels of target audience across geographies provides the ultimate platform of best practices which enhances the quality and impact of these workshops. Many innovative learning techniques contribute to the enrichment of participants. Demonstrating Learning for Results is key.
Today, Ayan is the brand ambassador of many reputed Learning & Development organizations across India.
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Date November 15, 2018
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Time 09:30 am - 05:30 pm |
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Duration 1 Day
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Reg. Before November 13, 2018 |
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Vanue NRB Jobs Training Center
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N/A