Webinar on Customer Service Excellence

Webinar on Customer Service Excellence

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Objective

The competitive advantage of an organization rests, among other things, on an exceptional customer service culture. This culture transcends across the entire web of an organization encompassing both internal and external stakeholders. This program seeks to explore the dimensions of exceptional customer service and strategies to achieve the same.

Program outline

Topic Contents
Setting the context
  • The compelling need for customer delight
  • Dimensions of customer delight
    • Quick and convenient solution  
    • Empathy
    • Friendliness / Politeness
    • Proactiveness
Communicating effectively with the customer
  • Handling different customer interactions effectively:
    • When you don’t know the answer
    • When you are bound by internal or regulatory processes – how to say ‘no’ without saying ‘no’
    • When you have to break bad news
    • When the customer is irate
    • When you need something from the customer
Toolkit for communicating effectively
  • Understand the customer’s perspective by:
    • Listening actively 
    • Asking open, closed and probing questions
  • Using the right tone and body language to:
    • Show confidence
    • Show empathy
  • Deal with your own and the customer’s emotions
Building your credibility
  • Be a subject matter expert
    • Come across as knowledgeable and trustworthy
  • Be professional
    • Keep your commitments 
    • Take ownership
    • Dress the part

Speaker Profile

Ms. Charu Sabnavis, Director, Delta Learning

Charu embarked on an enriching and challenging journey in the field of people and organizational development after a successful corporate stint wherein she spearheaded Human Resources, Learning & Development and Operations at Morgan Stanley, Capgemini, Datamatics and NIIT. She started Delta Learning, an organizational development and training company, in 2012 and has trained and coached more than 8000 people in 50 organizations, across 6 industries in the areas of Leadership, Personal Effectiveness & Diversity. She has engaged with teams at PricewaterhouseCoopers, Bank of America, ANZ, BNP Paribas, HDFC Bank, IDBI Bank and many more. She has over 55 published articles on Leadership, Workplace effectiveness and Diversity in Mint, Financial Express, Business Standard & other publications.

Participation Fee:

Members Rs. 1800/- +18% GST per participant
Non-Members Rs. 2200/- 18% GST per participant

 

Bank Details for NEFT
Account No. 10996680930
IFSC CODE SBIN0000300
Bank Name State Bank of India
Branch Address Mumbai Main Branch

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

Contact Details :

Ms. Shruti Rathod
Email : shruti.rathod@bombaychamber.com
Tel : 61200268

Additional Details

Event Fees Type - Paid Event

Event or Seminar - workshop

 

Date And Time

May 22, 2024 02:30 PM to
May 22, 2024 04:30 PM
 

Registration End Date

May 22, 2024
 
Paid Event
 
Online Event
 
Workshop
 

Committee

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