Indian Institute of Training and Development (IITD)

Presents Half Day Interactive online Training on

Customer Centricity – ‘How to create a Wow impact'

Date: 13^th October 2020 (Tuesday);

Timing: 09:00 am to 01:00 pm (Login at 8:45 am)

Venue: Online via Zoom

Please reply on E mail: iitdpune@gmail.com or rajiv@iitdworld.com

Website: www.iitdworld.com

Digital Certificate will be issued to the participants!

Overview:

This is a half-day session & the content is made very interesting with lots of team exercises, games, videos. We have carefully crafted the module to cover & touch upon all important aspects of this topic. Customer is the king & needs to be the centre of all our transactions. An average customer service is passé & will eventually result in losing out to the competition. We need to have a Wow customer service approach.

Contents:

• Activity: Team formation
• Activity: Cinemaholic
• What is Customer service?
• Activity: Idea factory
• Moment of Truth, Moment of Misery, Moment of Magic
• Customer service essentials - PROPER 'U'
• Activity: Meet your favourite personality
• Customer interactions
• Empathize with Customer & Rapport building
• Understanding Customer needs
• Listening
• The importance of NO
• Role plays
• Dealing with angry/ difficult customer

For Whom:

This program is excellent for Middle/ Lower staff in all departments Marketing, Finance, accounts, HR etc.

IITD Sr. Expert Faculty:

He is a corporate professional with around 14 years of work experience. He is a CA & MBA (Finance). He has worked with Top & Senior managements throughout his career & accordingly has developed Strong Communication, Organizational & Interpersonal skills. He is highly proficient in IT usage & has strong appetite for number crunching & analytics.

Medium: English/ Hindi

Fees and Registration:

• 2,400 + GST 18% per person.
• 2,200 + GST 18% per person for a group of Three to Four participants.
• 2,000 + GST 18% per person for a group of Five or more participants.

Certification: 

Digital Certificate of Participation will be provided to all the participants. 

We look forward to your active participation and nominations in large numbers.

With warm regards,

Rajiv Kolhe

Director
Indian Institute of Training & Development (IITD) 
Pune: 411038. Mob: 98220 89898, 8308459802
Tel 91 20 4120 3985. E-mail: rajiv@iitdworld.com; iitdpune@gmail.com

Website: www.iitdworld.com