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Workshop on How to Win back Unhappy Customers

The Young Bombay Forum of the Bombay Chamber organized an insightful workshop titled How to Win Back Unhappy Customers on October 23, 2024. Shruti Rathod from the Bombay Chamber welcomed the speaker and attendees, providing an introduction to the Bombay Chamber’s history and achievements, including milestones reached by the Young Bombay Forum. Nineteen delegates from various organizations participated in the event.

Dr. Lata Shetty, founder of Mainstream HRD Training Centre, served as the speaker for the workshop. Dr. Shetty is a distinguished professional, known for her expertise in HRD and customer relations. She previously authored a column for Lok Satta – Lok Mudra, and has served as a faculty member at Orchid Finishing School, Tata Institute of Social Sciences, and as visiting faculty at Somaiya Institute of Management.

The workshop opened with Dr. Shetty engaging participants to understand their specific challenges and expectations related to handling unhappy customers.

Workshop Objectives:
The session aimed to:

• • Sensitize participants to the importance of retaining unhappy customers and understanding the business implications of customer dissatisfaction.
  • Develop a positive attitude towards customer service, especially when handling grievances.
  • Enhance understanding of quality customer service benchmarks and sharpen participants’ skills for retaining customer loyalty.
  • Equip participants with strategies to address unhappy customers through various communication channels—face-to-face, over the phone, and in written communications.

Key Topics Covered:
Dr. Shetty addressed several important topics, including:

• Building a business-savvy approach towards unhappy customers.
• Analyzing common reasons for customer dissatisfaction.
• The financial and reputational benefits of regaining dissatisfied customers.
• Effective techniques for uncovering underlying reasons behind customer complaints.
• Developing communication plans aimed at winning back lost customers and rebuilding trust.
• Practical benchmarks for delivering high-quality customer service.
• Tailoring responses to unhappy customers based on the mode of communication (in-person, phone, email, or letter).
• Establishing long-lasting, positive relationships with customers.

Throughout the workshop, Dr. Shetty shared real-life case studies and interactive activities, allowing delegates to discuss specific challenges and receive practical, actionable feedback. The workshop’s highly interactive format received excellent feedback from participants, who appreciated the valuable insights and tools provided to improve their customer service practices.

Webinar on The Manager’s Toolkit

The Young Bombay forum of Bombay Chamber had organized Webinar on The Manager’s Toolkit held on 22nd Oct.’ 2024. Shruti Rathod, Bombay Chamber welcomed the speaker and delegates. She introduced and briefly spoke on historical milestones of Bombay Chamber and Young Bombay Forum. There were 35 delegates participated from different organisations.

Charu Sabnavis, Director, Delta Learning was the speaker for the webinar. She shared a thought-provoking and practical insights with the delegates.

Primarily, she introduced and explained the topic and connected with the delegates for the challenges and expectations about the Role of the Manager, Leadership Styles and managing remotely. She also asked delegates to share their experiences about the best managers they have worked with and What is it about them which they admire? Voluntarily everyone shared their experiences with the speaker.

She explained and elaborate on the below pointers.
Balancing the task and relationship, Empowering and developing people, Setting people up for success, Skill development, Delegation – a win-win!, Process of delegation, Pitfalls of delegation, Managing performance and delivering feedback, The performance pipeline, Framework for giving constructive feedback, Situational Leadership, Adapt your leadership style based on the situation and maturity of the individual.

She also explained The AID model – Action – describe the behavior – Impact – state the impact – Decision – Arrive at an action plan, Appreciation and positive feedback.

Charu stressed on best practices for managing a team remotely, communicating regularly, building trust, Empathizing, being organized and being positive.

She explained the concept and topics on manager’s toolkit with the help of various activities, tasks and case studies. Overall, the entire webinar was highly interactive where delegates discussed their challenges with the speakers and got practical meaningful responses on the subject. The webinar received excellent feedback.

Bombay Chamber and FTI Consulting organises Generative AI Session

The Bombay Chamber, in association with FTI Consulting as the knowledge partner, conducted a session on Generative AI.

Jon Chan, FTI Consulting’s eDiscovery Innovation and AI leader conducted a 90-minute session titled “Successfully Navigating the Adoption of Generative AI with Regulators and Enforcement Agencies.” This session included an optional 20-minute hands-on labs experience, where attendees utilized laptops and sample data to explore various prompts, models, and concepts, including hallucinations and prompt engineering in an investigative environment.

The session offered practical applications of Generative AI within disputes and investigations, equipping legal, compliance, and investigation leaders with insights on effectively incorporating this technology into their operations. Attendees gained actionable strategies for integrating AI to enhance efficiency and support organisational goals.

Designed for professionals focused on governance, risk, and compliance, the discussion addressed the unique challenges and opportunities posed by Generative AI in regulated environments. FTI’s extensive experiments with this emerging technology provided transparency around associated risks and considerations.

As AI rapidly evolved, organisations learned the importance of navigating uncharted territories, particularly in experimentation and result validation to mitigate risks and support new processes enabled by Generative AI. The session delivered expert perspectives on managing regulatory scrutiny, addressing potential risks, and responsibly leveraging AI to improve operational efficiency while fulfilling legal and compliance obligations.

Following the session, attendees had the opportunity to network during a lunch, fostering discussions around the insights shared and the future implications of Generative AI in their respective fields.

India-Germany Partnership in AI, Green Tech, and Semiconductor Sectors to Drive Global Growth: Shri Piyush Goyal

Union Minister of Commerce & Industry, Shri Piyush Goyal, inaugurated the 18th Asia Pacific Conference of German Business (APK) in New Delhi, highlighting the significant synergy between India and Germany in fields such as artificial intelligence, semiconductors, and green technology. Shri Goyal emphasized that India’s ability to scale, paired with Germany’s expertise in precision engineering, will bring exceptional benefits to the global community.

Shri Goyal highlighted the vast potential in combining Germany’s precision engineering with India’s scaling capabilities across infrastructure sectors—physical, digital, and social. He noted that this partnership could “create something extraordinary for the world.” The Minister emphasized that this collaboration can further drive unprecedented growth in AI adoption, semiconductor innovation, and green technology initiatives, which are central to today’s rapidly evolving global economy.

Speaking on India’s Macroeconomic Strength and Climate Commitments, Shri Goyal stressed that India is on a firm path to exceed its climate change commitments, as outlined at COP21. He remarked that India currently ranks 7th on the Climate Change Performance Index (CCPI) and is expected to surpass its nationally determined contributions (NDCs) for climate action. “India is committed to combating climate change, on track to meet nationally determined contributions,” Shri Goyal said, reaffirming India’s dedication to sustainable development and responsible environmental practices.

The Union Minister also acknowledged the Asia Pacific Committee of German Business and the Indo-German Chamber of Commerce for organizing the APK conference. He noted that Asia-Pacific, which accounts for 60% of the world’s population, is poised to host two-thirds of the global middle class by 2030. Shri Goyal remarked, “This demographic shift presents a fertile ground for businesses seeking to expand their reach and capitalize on emerging sectors.”

Shri Goyal underscored that the APK conference is instrumental in recognizing emerging trends and addressing global challenges. He pointed out that the conference plays a critical role in facilitating the exchange of best practices, fostering technological advancements, and shaping future industrial policies.

The Minister concluded by quoting German philosopher Arthur Schopenhauer and poet Rabindranath Tagore. Recalling Schopenhauer’s words, “Reading the Upanishads is comforting in my life…,” he encouraged attendees to embrace India’s cultural richness, especially during the festive season from Diwali to Christmas and New Year. Ending on a visionary note, he shared a quote from Tagore: “Reach high, for stars lie hidden in you. Dream deep, for every dream precedes the goal,” encouraging participants to build a future where their innovations and industries leave a global mark.

This strategic alliance marks a significant step forward in both countries’ commitment to global progress through collaborative innovation and sustainable development.

Key Highlights of the 18th Asia Pacific Conference of German Business:

– India-Germany Collaboration: A platform for advancing joint initiatives in AI, semiconductors, and green technologies.
– Climate Change Commitments: India ranks 7th on the CCPI and is set to surpass its climate goals, strengthening sustainable progress.
– Asia-Pacific Market Potential: Asia’s demographic evolution presents opportunities for expansion across emerging sectors.
– Cultural Unity: Shri Goyal celebrated the spirit of India’s rich culture and the synergy of festive seasons across both nations.

This partnership strengthens the longstanding relationship between India and Germany and is a testament to both nations’ pursuit of innovation, sustainability, and economic resilience.