Performance EDGE Presents
One Day Workshop on
Customer Service Excellence
-To Retain Customers For Life-
Mumbai 6th December, 2012 at Ramada Plaza Palmgrove, Juhu Tara Road , Mumbai
Delhi 13th December, 2012 at Jaypee Vasant Continental, Vasant Vihar, New Delhi
Bangalore 15th December, 2012 at The Gateway, Residency Road, Bangalore
Timing : 9:30 A.M. to 5:30 P.M.
Breakfast and Registration : 9 A.M.
For Registration : performanceedge@gmail.com
  Workshop Description
"Listening to customers must become everyone's business. With most competitors moving ever faster, the race will go to those who listen (and respond) most intently.".    – Tom Peters, Thriving on Chaos

How Every Great Company Listens to the Voice of the Customer and Profits by Delighting their Customer?
  Knowledge & Skills Gained:

Companies, where "Customer Service Excellence" is a component of the core strategy, will find that this workshop will equip the participants with the skills and knowledge of processes, which will change the way they work. The workshop will enable participants to think, prioritize, organize, and champion "Customer Delight" and thereby ensure greater revenue and profits to their organization.

The workshop provides valuable insight into:

  • Why having Satisfied Customers is not good enough – Need to move to "Customer Delight".
  • Design, organize, plan and execute "Customer Delight" processes
  • Knowledge, Skills and Behaviors needed to manage "Moment of Truth", and "Demanding Customers" and "Service Recovery".
  • Why the service Customer Receives is dependant on Service we give each other as Internal Customers
  • Gap analysis and agree on improvement plans.
  Who Will Benefit:
Employees involved in Customer Service - including Sales and Back Office/ Support Function
  What the Workshop Covers:
  • How can customer service deliver competitive edge?
  • What is the process to understand customer service dimensions?
  • Why is it important to keep close to your customers?
  • Managing Moment of Truth
  • External Vs. Internal Customers
  • How does one manage when things go wrong?
  • What does it take to have Customer For Life?
  • Why companies don't satisfy?
  • Gap analysis.
  Program Topic:
Program Overview:
  • Listen to Customers and Understand Competition
    • What Business are we in?
    • Understand what Customer is looking for.
    • Understand Competition
    • Case

  • Think Customer Delight
    • "Customer Touch Points"
    • Listen, Understand and Respond To Customers
    • Treat your Customers the Right Way
    • Leverage opportunities - "Moment of Truth"
    • Stay close to your Customer
    • 4 Ps in Customer Service
    • Tasks and Processes in Service Delivery
    • Video - Global Best Practice

  • Dealing With Demanding Customers and Service Recovery
    • How to turn down requests
    • Dealing with critical customer remarks
    • Service Failure
    • What is Service Recovery?
    • Service Recovery Plan
    • Service Recovery Implementation
    • Case Discussion - Managing Demanding Customer

  • Customer Satisfaction Audit
    • Why companies don't satisfy customers?
    • GAP Analysis
    • Improvement Plan
    • Video – Based Learning
    • Recap & Key Learning
    • Action Plan
    • Feedback
  Faculty:
Mr. Nabendu Gupta, B.Sc (Hons), PGDM (IIMC), Executive Director, co-founded NR Performance Edge Consultants Pvt. Ltd in 2005 with a view to transform the manner in which Management Development Programs are conducted in India. He has put into practice years of experience with leading global organizations to design and deliver high impact workshops. He works in the area of Leadership Development. In the past 7 years he has conducted more than 175 Open Public Programs in the Top 6 Metros with participants from more than 300 leading organizations plus another 150+ in-company workshops.

Nabendu Gupta has 28 years of corporate experience in India and overseas (prior to launching Performance EDGE) after his Post Graduate Diploma in Management from IIM Calcutta. He has worked in Sales, Marketing and General Management with the Tatas( Product Executive) , Unilever ( Area Sales Manager, Product Manager, Senior Product Manager and Branch Manager ) and Reckitt & Colman, where he was General Manager, Delhi. He has subsequently worked as Vice President (Marketing) Reliance Telecom, Senior Vice President (Consumer Products), Pidilite Industries & Chief Executive, Business Standard Ltd.

He has attended several Leadership and Advanced Management Development Programs in the US/UK and Singapore.
  Methodology:
In our workshop, we maximize knowledge assimilation in the participants through combination of execution elements like case discussions, exercises, simulated games and activities, video led sessions and discussions on global best practices. At the end of each workshop we facilitate the participants to distill Key Learning and prepare Action Plans to deliver solid business results for our clients.
  Recent Participants:
ABB Limited, ABN Amro, Accenture, Acer, A.F.Ferguson, Aricent, Arvind Mills, Ashok Leyland, Aventis Pharma, Ballarpur Industries, Bank of America, Bennet Coleman, Bharat Petroleum, BNP Paribas, Central Bank of India, Colgate Palmolive, Crompton Greaves, Bharti TeleTech, Bluestar, BNPParibas, BOC, BOI, CAMS, Castrol, Cholamandalam MS, CII, Cognizant Technology, CRISIL, Deccan Herald, Duncans, Ernst & Young, Exxon Mobil, GAIL, Fiat, Godrej & Boyce, General Motors, Google, HCL, Heinz, Henkel Arabia, Hindalco, Honda, Honeywell, HPCL, Hyundai, IBM, Indian Hotels, ITC, Ispat Industries, Ingersoll Rand, ITC Infotech, Kellogg, KPMG, Kirloskar Oil Engines, Kodak, Kotak Mahindra, L&T, Living Media, Lufthansa, Mahindra & Mahindra, MCF, Mico Bosch, MRF, Maruti Suzuki, Mitshubishi, NCR Corporation, Nishit Desai, NTPC, Oberoi Hotels, Oracle, Oil India, Parle Biscuits, Pepsico, Perno Ricard, Perfetti, Punjab National Bank, RBS, Reckitt Benckiser, Reliance Media World, Reserve Bank of India, RMSI, Samsung, Saint Gobain,Shipping Corporation, Siemens, State Trading Corporation, State Bank Of India, Standard Chartered Bank, SAP Lab, Titan, TVS, Tata Communication, Tata Chemicals,Tata Global Beverage, Tata Motors, Tata Steel, Tata Power, TCS, Tata Teleservices, Voltas, Volvo Eicher, WIPRO, Wartsila Diesel and World Bank etc.
  Fees and Registration:
The fee which covers breakfast, lunch & tea/coffee and reading material.

For 1-2 participants–Fee per participant For 3 or more participants–Fee per participant
Rs. 7,900/- plus taxes* is Rs. 8,877/- Rs. 7,400/- plus taxes* is Rs. 8,315/-
* Taxes Include - Service tax @ 12% plus education cess at 3%

The fee is payable by cheque in favor of "NR Performance Edge Consultants Pvt. Ltd.", at any of our addresses below. The workshop is non residential.

Our Service Tax Registration No. is AACCN1359CST001 & PAN AACCN1359C

Kindly send your nomination/s through email to performanceedge@gmail.com or on your letter head indicating Name/s, Designation, Phone No., Fax No. and E-Mail ID of the nominees along with the fee to reach us at least seven days before the workshop, the nominations can be sent to our Kolkata, Gurgaon or Mumbai office:

The company reserves the right to change venue, contents, dates and speakers. The service tax on fee will be applicable based on the latest Government notification in force on workshops dates.

NR Performance EDGE Consultants Pvt. Ltd.

C/o M L Basu & Co,
1, Lindsay Street, 1st Floor,
Kolkata -700087
Call: 9830504810

A-268
Unitech, South City - I
Gurgaon - 122002
Call: 9871143635

c/o Maxigen Communications
C-202 Avon Plaza-1,
Thakur Complex, Kandivili (East)
Mumbai 400101

For Registration, please write to us at: performanceedge@gmail.com

or you can call the Central Line 09903720541 for any queries regarding the workshop at any of the centers.

www.performanceedge.in
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