Workshop on Customer Experience Management

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Event Details

Workshop on Customer Experience Management - Oct 23, 2018

Introduction :

A Customer-Focused Company has on one side a strategy to win new customers and the other side a even more determined strategy ON HOW BEST TO RETAIN AND GROW ITS EXISTING CUSTOMER ACCOUNTS. Market Research shows that customers mainly quit because of complacency in handling the “Customer Experience” and slack service after the sale is over. 


Winning new customers is getting more challenging with business slowdowns & tougher competition. Successful companies have learned that profit, market share and customer loyalty are the outcome of proactive response to design & implement the CUSTOMER EXPERIENCE. Their approach is to constantly innovate & reinvent best practices to delight the customer


Good intent to increase customer satisfaction is not enough! The challenge lies how to make the systems work successfully according to plan. This needs customer focused companies to rally their entire organization to ensure that the delivery of a flawless customer experience becomes a core company competence.


Customer Relationship Management is a human enabled process & system…even if technology plays a major part. Changing people’s attitudes & ability is more challenging & necessary, than changing systems & structure. Every improvement in the efficiency and ability of your systems processes & practices would help in reducing customer acquisition cost , protecting market share and building customer loyalty.

Objectives :
  •  Help participants gain insight into modern Customer Experience Management practices & processes

  •  Show how the market oriented company should rise to meet higher competitive standards of the market

  •  Understand the enhanced, proactive role & responsibilities of the new-age Customer Service/ Sales professional

  •  Learn the best practices of leading Indian companies and multinationals worldwide

  •  Develop a personal ACTION PLAN to improvise your company’s system & work-style

Program Outline :
  •  Understanding The New Approach To Customer Experience Management

  •  Defining The Customer Experience & Converting It Into Service Deliverables

  •  Barriers Towards Creating A Customer Focused Company

  •  The Best Practices Of A Customer Focused Company

  •  Role Excellence: Making Every Site Visit A Relationship-Building Venture

  •  Customer Experience Management: Skills & Techniques

  •  Customer Focused Company :A Model Complaint Handling System

  •  Managing Customers In Moments Of Crisis

  •  Handling Difficult Customer Types

Methodology :

Lecturing & concept sessions are kept to a minimum. There is greater emphasis on experiential & active learning through case studies; group discussions; role-plays etc.

Who Should Attend :

This is an open learning program targeted at Customer Service Executives/Managers; Service Engineers/Managers; Sales & Key Account Managers; Front-line Executives handling Corporate Sales/Customer Service Desks etc. Our past participants have come from manufacturing & engineering companies, hospitality & travel companies, finance /banking & insurance setups , trading/exports / shipping/ legal & professional services etc.

Dr Wilfred Monteiro is a stalwart in the field of Human Resource Management & a leading exponent of HR systems & best practices in a variety of companies from the family managed sector, the technocrat driven companies, the knowledge worker corporations. He founded Synergy Management Associates ( in 1993 after a successful tenure with multinational companies in India and abroad. His consulting interventions for clients include HR Excellence Audit; Setting-up and improvising HR systems & best practices; Creating a Leadership Model for nurturing talent; Improvising Performance Management & Balance Scorecard linkage; Competency Mapping & Assessment Centres etc. He is currently advisor to the Board of Directors to some of his client companies. He has been invited as a visiting faculty to premier management institutes like the IIM, ASCI Hyderabad, MDI Gurgaon, NMIMS University & JBIMS University of Mumbai.

Board Room, Bombay Chamber, The Ruby, NW-4th Floor, Dadar (W), Mumbai – 400028





Supriya Pandey
Tel: 61200250, 9820202236 

Prashant Bais
Tel: 61200210, 9967705312 
Participation Fee :   
Members  Rs. 4000 + 18% GST
Non-Members  Rs. 4500 + 18% GST


Bank Details for NEFT

Account No.




Bank Name

DCB Bank

Branch Address

Mahim (024), Mumbai

Cheque /Demand Draft should be drawn in favor of “BOMBAY CHAMBER OF COMMERCE AND INDUSTRY”.


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