DATE: 7^th-8^th March, 2014

OBJECTIVE(S):

This program seeks to provide you with approaches that will enable you to be competitive through customer oriented service delivery.

DELIVERABLE(S):

Develop an understanding of the methods for creating, delivering and monitoring customer satisfaction
Understanding the use of Customer orientation as differentiator
Recognize and use the customer –employee interface for enhancing customer satisfaction

CONTENT:

Seek service differentiation
Identifying and using customer contact points to improve on service delivery.
Managing People Processes for Excellence in Service Organizations.
Create a customer orientation organization culture.
Customer satisfaction measures to understand and improve service delivery. Examine performance measures and incentives that encourage customer orientation.

WHO CAN ATTEND:

The program is designed for senior managers in the service sector having responsibility for creating and delivering value through service excellence.

PROGRAMME DIRECTOR:

Prof. D.D.Swain. (click here for complete profile)

FEE:

Non residential: Rs. 10,000 + Service Tax
Residential:      Rs. 15,000 + Service Tax