UKIERI : SME Outreach Program

Customer Engagement and Sales Promotion

SME Outreach Program One : 29 and 30th January 2016 Venue: Navi Mumbai

As part of SME outreach program, Bombay Chamber collaborated with Small Scale Entrepreneurs Association to conduct the workshop on Customer Engagement and Sales Promotion under its UKIERI project.

The two day workshop conducted by business coach Mr. Mohnish Nair. He referred to customer relationship management and customer services with emphasis on best practices from UK during the workshop.

Objective of the program:

• To help entrepreneurs understand the scientific methodology of sales process
• Define the scope of marketing as a function in SME’s
• The dynamics of customer engagement in SME sector
• Understanding the steps of Sales
• High impact customer Service practices
• Best practices in sales development
• Negotiation skills
• How to develop and retain customers

He was focused on helping entrepreneurs assess and evaluate their current customer engagement processes and thereby identifying the gaps which lead to less than expected performance. The whole objective was to help SME’s learn and adapt best practices in sales; customer service and negotiation that can help them reach out to new customers, retain existing customers and continuously expand their business interests beyond their comfort zones.

Some specific topics conducted in the program included how to prospect new customers, engage customers in a more deep relationship, how to acquire and retain them for more business.

Mr. Mohnish particularly focused on the attitudes required for success in entrepreneurship like goal setting, positive habits, breaking mental barriers, building impactful communication skills in customer engagement situations and most importantly how to nurture relationships over a long term. He specifically used the term “Farming” as a sales approach rather than “Hunting” for customers.

The entire workshop was highly interactive with Q/A sessions in between. It will the entrepreneurs learn the strategies of sales and negotiation through various role Plays, case studies, games, videos etc. There were representatives of 18 companies from different sectors like Engineering, Steel; Energy, Electro technology, Agro Irrigation etc who benefited out of  this workshop.

Workshop on Customer Engagement

SME Outreach Program Two : 13 Febuary 2016  Venue: Royal Bombay Seamens club, Mumbai

Bombay Chamber organised customised training program for Seahorse Ship Agencies Pvt. Ltd. on Customer Engagement under its UKIERI project.

Customers are the lifeblood of any organisation be it a global corporation with thousands of employees and a multi-billion turnover, or a sole trader with a handful of regular customers.

Mr. Ryan Baretto who is a Corporate Trainer, a Strategic Strengths Coach and an HR Consultant conducted the session. He referred customer relationship management and Customer services module with emphasis on best practices from UK for designing the content.

The key topics for the workshop were effective ways of Customer services, different types of customer & Service Providers in the market, How to handle customer complaints, how to developed healthy service culture, and Sales Promotion, customer retention.

He started with giving brief view about customer services where he incorporates monetary value of customer & what is cost of losing it. He compared two different business environments ie B2B (Business to Business) and B2C (Business to Consumer) where the expectations of customers are different.

In these two environment we can see different categories of Customer eg Delighted, Detached, Disinterested, Devoted, Disappointed, Disaffected, Dormant, Draining, Dumped, Ideal but as organisation, they have to satisfy their customer. He gave key technique to nurture relationships over a long term like effective communication Skill, Positive attitude, Quick response etc.

The workshop was highly participative and enabled participants to create strong relationship with client and in away to retain customer for a long.

Workshop on Interpersonal Communication Skills

SME Outreach Program Three : 20th Febuary 2016 Venue: Pune 

Good Communication is an art and it can be acquired. In business, it is a necessary skill, which needs to be developed. What you say and how you say is the key to success. And it depends upon relationships. Information is an asset. Good communication is the key to acquiring, processing and capitalizing on that asset. Organization is all People and People are all relationships. In this fast changing & high placed environment relating to people, things or circumstances is the biggest challenge of the day. For today’s competence, a Developing Interpersonal communication Management skill is a must.

Workshop was conducted by Mr. Pramod Palekar and Mr. Jameer Mokashi. They are excellent trainer for soft skill and Behavioural trainings.

Objective of the program

To develop Clarity in communication

• To create better understanding and enhance relationships
• To Enhance Listening Abilities
• To Develop Leadership in Communication

Participants will be taken through Actual experiences of each concept that is discussed. This will leave a lasting IMPACT and also ensure application in Real-life. The training environment will be highly interactive with the use of several Games, Exercises and sharing of Real-life Experiences. Thus, the New Skills will be developed for the Real World.

Workshop on Employee Motivation and Team Building

SME Outreach Program Four : 20^th Febuary 2016 Venue: Royal Bombay Seamens club, Mumbai 

Bombay Chamber organised customised training program for Seahorse Ship Agencies Pvt Ltd on Employee Motivation and Team Building under its UKIERI project.

Workshop was conducted by Mr. Surya Rao who is corporate Trainer associated with Forum for Emotional Intelligence Learning (FEIL).

He presented Case study on Team Development where he elaborated stages of Team development like Forming, Storming, Norming, Performing, Adjourning and the importance of each stages.

He pointed out it is the job of the team leader to bring them to the point where they are working as effectively as possible toward a common goal.

At the onset of competitive world there is need of motivation among the employees through incentives, promotion, credit ,Recognition, Awards etc. which help them to improve & make competitive enough. It will help an organisation to pursue higher growth.

The entire workshop was highly interactive with Q/A sessions in between. Participant understand the importance of team building & synergy benefit through various role Plays, case studies, games, videos etc.

Workshop on Customer Engagement (Magic of Magnetic Marketing)

SME Outreach Program Five : 26^th Febuary 2016, Chanakya Institute, Mumbai

As part of SME outreach program, Bombay Chamber collaborated with Born 2 Win to conduct the workshop on Customer Engagement (Magic of Magnetic Marketing) under its UKIERI project.

Customers go for those products which are attractive, well package and Guaranteed and all those things correlated with quality of the product. Now days apart from these tangible things, the story which entrepreneur tells to the customer is also influencing the demand for that product.

The workshop was conducted by Mr. Atul Rajoli. He is co-founder and director of BORN2WIN Training & Consultancy Services.

Topics covered:

• Objective of Marketing
• How to effectively convey the information of products and services to the customer
• How to create own Brand
• Different marketing techniques
• Strategic Marketing
• Negotiation skills
• How to develop and retain customers
• In the cut-throat competition, how to maintain equilibrium between cost & revenue.

The entire workshop was highly interactive with Q/A sessions in between. It will help entrepreneurs learn the strategies of sales and negotiation through various role Plays, case studies, games, videos etc. There were representatives of Entrepreneurs from different sectors who benefited out of this workshop.

Workshop on Professional Presence

SME Outreach Program Six :  Date: 27^th February 2016, Venue: Royal Bombay Seamens club, Mumbai

Bombay Chamber organised customised training program for Seahorse Ship Agencies Pvt. Ltd. on Professional Presence under its UKIERI project. Professional Presence reflects from Good Communication and Presentation Skills, it is an art and it can be acquired. In business, it is a necessary skill, which needs to be developed. What you say and how you say is the key to success and it’s depending upon the relationships. INFORMATION is an asset. Good communication is the key to acquiring, processing and capitalizing on that asset. For today’s competence, Developing Interpersonal Communication and Professionalism is must.

Workshop was conducted by Mr. Pramod Palekar and Mr. Jameer Mokashi. They are excellent trainer for soft skill and Behavioural trainings.

The Objective of the program are :To develop Clarity in communication , To create better understanding and enhance relationships , Develop Confidence to Express ideas and views and To understand & learn the professional E-mail etiquette.

Topics Covered:

• Verbal Communication
• Speech Communication
• Case study on Negotiation
• E-mail Etiquette
• Corporate Etiquette

Participants will be taken through Actual experiences of each concept that is discussed. This will leave a lasting IMPACT and also ensure application in Real-life. The training environment will be highly interactive with the use of several Games, Exercises and sharing of Real-life Experiences. Thus, the New Skills will be developed for the Real World.

Workshop on Process Orientation and Development

SME Outreach Program Seven :  Date: 27 th February 2016 Venue: Hotel Ramada, Navi Mumbai 

Bombay Chamber organised customised training program for Protolab Electrotechnologies pvt ltd on Process Orientation and Development under its UKIERI project.

Objective of the workshop

• Review your current process based approach
• Understand benefits of process based approach
• Develop an effective way of understanding process based approach implementation in the organisation
• Develop and understand interaction of the processes
• Develop an effective governance mechanism based on Process approach

Workshop was conducted by Mr. Vishal Chavan, Lloyd’s Register, LRQA.

Topics Covered:

• What is the process?
• What is the Management system?
• Different Process Model
• Process Interaction & their Interfaces
• Business Structure
• Process Mapping
• How to handle Customer Complaints
• Need of continual Improvement

The entire workshop was highly interactive with Q/A sessions in between. Workshop will provide delegates with the knowledge and understanding necessary to effectively implement process based approach in the organisation.

Workshop on ISO 14001:2015 Internal Auditor Course Exclusively for Foreign Shipping Lines

SME Outreach Program Eight :Date: 4th and 5th July 2016Venue: Ruby Board Room, Dadar West.

Bombay Chamber organized workshop on ISO 14001:2015 Internal Auditor Course exclusively for Foreign Shipping Lines under its UKIERI project

With all the major ISO standards being revised, it’s a need of the time to understand the changes and preparation required by organizations towards ISO 14001:2015.Every organisation and its management systems are unique. The impact of the revisions to ISO 14001:2015 will depend upon the complexity of the organisation and the maturity of their management systems.

The Workshop was conducted by Mr.Vishal Chavan, General Manager-Training services at loyds Register Quality Assurance (LRQA), South West Asia.

The training  was designed to suit the requirements of the shipping industry and their management system where the trainer has extensively made use of the course material provided by Belfast Metropolitan college (BMC).The program was conducted in highly interactive manner. The participants were involved in group tasks, table top exercises and live audit exercise using practical case study.

The 2 days practice based workshop gave robust insight into management system requirement that helped participants to make effective and efficient internal audits in line with ISO 14001:2015.

Some of the key take-away of the program were:

• The business benefits of implementing an EMS and the background to ISO 14001 and EMAS
• The purpose, intent and key requirements of ISO 14001
• The contribution internal EMS audits can make to the effectiveness of your management system
• The roles and responsibilities of an Internal EMS Auditor
• How to plan your audits by developing effective checklists
• How to verify that current practice in your organisation conforms with defined requirements
• That auditing for conformity can improve the stability and robustness of management systems
• To gather objective evidence through observation, interviewing and sampling of documentation
• To report findings accurately
• What corrective action is and who is responsible for taking action
• How to follow up and verify the effectiveness of corrective action taken

All the participants were happy with the content and conductance of the course and expressed that their course objectives were met in an effective way.

Workshop on Process Orientation and Development

SME Outreach Program Ten : Date: 11th to 14th July 2016 Venue: Athena Drug Delivery Solutions Pvt Ltd, Ambernath

Bombay Chamber organised customised training program for Athena Drug Delivery Solutions Pvt Ltd. on Process Orientation and Development under its UKIERI project.

Objective of the workshop was to review current processes,understand the benefits of process based approach,develop an effective way of understanding process based approach,practical implementation in the organisation,develop and understand interaction of the processes,develop an effective governance mechanism based on Process approach.

Workshop was conducted by Mr. Vishal Chavan, Lloyd’s Register, LRQA.

He explained following things in much details to the partcipants through case studies, feild work,games etc.

• What is the process?
• What is the Management system?
• Different Process Model
• Process Interaction & their Interfaces
• Business Structure
• Process Mapping
• How to handle Customer Complaints
• Need of continual Improvement

The entire workshop was highly interactive with Q/A sessions in between. Workshop will provide delegates with the knowledge and understanding necessary to effectively implement process based approach in the organisation.

Workshop on Five S

SME Outreach Program Nine  :Date: 28th July 2016 Venue: Athena Drug Delivery Solutions Pvt Ltd, Ambernath

Bombay Chamber organised customised training program for the staff member of Athena Drug Delivery Solutions Pvt Ltd. on” Five S “under its UKIERI project.

5S is a structured housekeeping and workplace organization program which involved everybody in a work area. It will lead to a reduction in wasted time and effort, improved productivity,better safety,improved workforce engagement.

This 1-day workshop was facilitate by Mr. Vishal Chavan, Lloyd’s Register,LRQA.

He provided hands-on instruction on use of the 5-S System to simplify and organize the workplace and avoid the 7 wastes while increasing productivity. The course includes classroom instruction, where each of the 5 -S components are explained in detail.

Upon completion, participants move to the work area to focus on hands-on application of each component and real-life examples for applying 5-S methods.

Workshop on Enhance Your Effectiveness

SME Outreach Program Ten  : 20, 21, 27, 28 August 2016

As part of SME outreach program, Bombay Chamber collaborated with Sumances Consultrainers to conduct the four days workshop on “Enhance Your Effectiveness”under its UKIERI project.

The program covered the following four important skills for the professional development.

• Professional Communication skills – Public Speaking ; Confident Communication
• Professional Presentation Skills – For Professional Presentations & Business Promotions
• Personality Enhancement – Professionalism, Understanding Personality Blocks, Goal Setting , Time Management.
• Interpersonal Relationship & Voice Modulation : balancing interpersonal skills for better results in Life, Business and profession.

Workshop was conducted by Mr. Pramod Palekar and Mr. Jameer Mokashi. They are excellent trainer for soft skill and Behavioural trainings.

Participants will be taken through Actual experiences of each concept that is discussed. This will leave a lasting IMPACT and also ensure application in Real-life.

The training environment will be highly interactive with the use of several Exercises , Video recordings, and sharing of Real-life Experiences. Thus, the New Skills will be developed for the Real World.

Workshop on Customer Orientation and Professional Presence

SME Outreach Program – Date: 4th and 5th March, 2017

Bombay Chamber organized customized training program for Morganite Crucible India Ltd. on Customer Orientation and Professional Impact under its UKIERI project on 4th and 5th March 2017 at Aurangabad.

Objectives of the workshop:

• Creating awareness about various types of customers
• Instilling in team members the approach for providing excellent customer service
• Assisting to set better practices of customer retention and engagement
• Inculcating and reinforcing the significance of first impressions, hygiene, appearance and interactions with colleagues and external customers
• Sensitizing participants about business etiquette and communication skills

Workshop was conducted by Ms. Vinee Ajmera – Founder, Personage Corp. she has an experience of almost two decades across customer service, training and curatorial practice.

The workshop was designed so as to facilitate participants to discover the importance of and their role in rendering good customer service. Several relevant and engaging videos, exercises, games and role plays were used to achieve these objectives

It began with identifying the USP of the company and aligning goals of all the participants with the company goals. The concepts of internal and external customers, customer service, customer satisfaction and retention, costs implications of losing customers, statistics on customer satisfaction, and trends in customer service were discussed.

The following day covered grooming, smart dressing, deportment, etiquette and rapport building to equip the participants to become ace customer service professionals.

The workshop received excellent involvement from the participants owing to its unique andragogical techniques. The participants helped achieve the objectives of the workshop with their active participation and enthusiasm throughout the workshop. The experience sharing, receptiveness and high energy levels of the participants made the workshop a great success with fantastic feedback.

There were representatives of 23 people from an organization across departments like Sales, Marketing, Quality Control, Human Resource, Finance and Logistics Teams.