Customer Care Workshop



Conducted by Nikhil Desai

International Speaker, Motivator, Trainer & Director, The Centre For
Excellence



Date: Saturday, August 8, 2009 Venue: Sahara Star Hotel,
Mumbai Time: 9:30 a.m to 5 p.m

INTRODUCTION




Good customer care is the key to the success of any organisation.



This workshop provides participants with the necessary skills to
understand and exceed customer expectations. This will not only result in
customers who will return but also increased job satisfaction, staff morale and
motivation - all of which will have a positive impact on business performance.



Program Objectives

To enable the participants to focuses on CARE
a.. Communication : Developing the Skills of Positive
Communication
b.. Accountability : Being Proactive and Taking
Responsibility
c.. Respect : Valuing Customers as very
important
d.. Excellence : Identifying & Exceeding Customer
Expectation

Contents

Ø The Importance of Customer Care

Ø Customer First Approach

Ø Active Listening

Ø Dealing with Complaints

Ø The Cost of Dissatisfied Customers

Ø Handling Difficult Customers

Ø Managing Internal Customer Relations

Ø Going the Extra Mile

Ø Examining Best & Worst Service Experience

Ø Communicating Effectively on Telephone

Ø Non-Verbal Communication




For Whom




Employees responsible for Customer Service, Sales, Front Office,
Reception, Customer Relations, Service Engineers and anyone in a service
function having an impact on customers, whether face to face or over the phone
will find tremendous value from this workshop. Even those executives who have
only occasional contact with customers will benefit greatly.
Methodology

This program is highly interactive, participative and experiential.
The Workshop takes place in enthusiastic, warm and inspiring atmosphere using
the most appropriate and interesting methods of training.



Participant Feedback - Nikhil Desai's Customer Care Workshop




Ø Excellent program! Everyone in the customer care/marketing/back
office should attend at least one time.

Ø I felt very comfortable in this workshop & learnt more about
customer care which is useful every day in my official life.

Ø Learnings:

1. How to handle customers

2. Solve the customers problem

3. Quick service to the customer

4. Effective Listening

- Vishwas More - Junior Officer - Aspinwall



Ø We realize the importance of customer service but hardly try to
use effective techniques to implement the same.

Ø The workshop has shown us the path of improvement in ourselves for
our own betterment and thereby of our organization by way of good customer care
and satisfaction.

- Omprakash Baldawa - Head Accounts - Emkay Share and Stock Brokers



Ø This program has value added thoughts and feelings for external
and internal customers

Ø Mr. Nikhil Desai was deeply committed

Ø He is an excellent faculty

Ø Recommended for all TCS Associates to attend this program

Ø Thank you Nikhil - My take home was useful in every session of the
program.

- Shiraz Karkaria - Learning Manager - Tata Consultancy Services


This was a great program. From the workshop I understood that customer
complaints are always a gift to improve and do things much better than what you
are doing presently. I sincerely feel customer care none a days is a key to
success. It is very easy to retain the customer through proper care as against
seeking never customers so from none onwards customer care is of top most
priority, as we are not doing any kind of favour to customer.

It is the customer who is doing favour on us by buying our product.

Thank you very much Mr. Desai

- Sameer Padlikar - Asst. Manager - Asia Motor



Program was excellent as gave me many ideas and tips gathered during the
course can be implemented in a practical working in our bank.

Practical done during one program brings reality how many times and behave
with customers and how one deficiency can be improved upon.

In short, it is a very fantastic program.

- Hiru Wadhwani - Sp. Asst. - Bank of India



I really enjoyed the workshop. It was participative. It gave in insight
into basics of customer care.

I have all the internal customers and I realized that I could use
techniques learnt today even with employees at large!

My learnings:

Be empathetic, understand customer needs and focus on "delight needs"

Thank you so much Mr. Nikhil!

- Prachi Kelkar - Bhide - People Dev. Specialist - Ciba



It was an excellent and interactive workshop. It involved participation of
every candidate. Should keep on continuing such sessions.

- Kalpana Pillai - Executive - Lanxess



One has got to be a peoples' person. As the 'customer' rules the roost, we
as a service provider, need to take 'utmost' care of the customer.

This 'Customer Care Workshop' emphasized on the care factor in a very
enriching and empowering manner. Taken the invaluable cues from the session,
which will be certainly recommended and passed on to several people.

Mr. Nikhil Desai has done a wonderful job at imbibing his values,
teachings and learnings to various individuals in a big way!

Mr. Desai, keep up the good work!!!

Thank you.

- Avanti Nirmal - Marketing Co-ordinator - Metform Corporation


Investment : Rs.5,300/- plus 10.30% Service Tax (Rs.5846/-) per
participant

Rs.5,000/- plus 10.30% Service Tax (Rs.5515/-) per participant (for
three or more participants)

(Including fees, course material, certificate of participation,
lunch & refreshments)



To register click on: http://www.cexcellence.com/workshops.htm#ccw


FACULTY: NIKHIL DESAI

Ø Mr. Nikhil Desai is an International Speaker, Motivator and
Trainer. He is passionate about enabling people to excel in their personal and
professional lives.

Ø A powerful presenter with an energetic speaking style, Nikhil Desai
inspires and motivates his participants to produce lasting change. More than a
quarter million people have benefited from his presentations and workshops in 45
cities of the world in the last 19 years.

Ø Mr. Nikhil Desai has appeared on television and radio in New York
and California. He is the only speaker & trainer in the world who has the
combined strengths of an MBA from U.S.A, business acumen through his own
business enterprises, a qualified yoga practioner for more than two decades and
seventeen years of experience in conducting training programs. This wealth of
experience enables him to share rich ideas and experiences with the audiences
during his sessions which are very interesting, interactive and impactful.

Ø Nikhil has specialized in conducting programs on Time Management,
Stress Management, Achieving Excellence, Work Life Balance, Presentation Skills
& Other Areas of Professional Growth & Development.

Ø His participants include executives of more than 350 companies in
45 cities of the world including Aon Global, Deloite, Federal Express,
GlaxoSmithKline, Johnson & Johnson, Kone Elevators, Levi Strauss, Nokia,
Pepsico, Pricewaterhouse Coopers, Shell Gas, Siemens, Standard Chartered Bank
and various other companies.

The Centre For Excellence

Phone: +91 22 3020 7777 / +91 22 2265 0838 / +91 22 2265 3577

Fax: +91 22 2264 1425 Email: training@... Web:
www.cexcellence.com





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