The Sankara Nethralaya Academy (TSNA)
Invites Registrations for
A Session
on
Customer Service
Registration free but pre registration must
Date
: 06.01.2014(Monday)
Time
: 2.00 –
5.00 pm
Venue
: The Sankara Nethralaya Academy, No
9,
Vanagaram – Ambattur Road, Kil
Ayanambakkam,
Chennai – 600 095(Next to
Apollo Hospitals)
Customer service is vital in any organization.
However, its key position is often overlooked. It is the best marketing
strategy a company can possess Sharpen your customer service skills and build
confidence in your ability to handle customers. This workshop is designed to
help solve customer problems and build goodwill.
Objectives:
Ø Participants will learn the most effective
strategies for the following:
Ø Staying calm and confident when pressure is
on
Ø Dealing with angry or upset internal and
external customers
Ø Focusing on fixing the problem – not
placing the blame
Ø Making empathic responses to customer
concerns
Ø Make the customer experiences a memorable
one.
Ø Understand the service value chain
Target
audience:
v
Customer service representatives,
v Front
desk personnel
v Support
personnel,
v Credit
and billing personnel
v Small
business owners
v
Managers who want customer service training in order to reinforce their skills
and train their staff.
Course Content:-
ü Why the need for superior service
delivery?
ü Customer Service Standards and Goals
ü The Art of Customer Relations
ü Give the customers a “Treat”
ü Using the Guest formula
ü The service value delivery chain
ü Understanding Customer Needs
ü Identifying types of customers and
anticipating their reactions
ü Developing effective strategies to keep
problems from escalating
ü Making your organization the customers
first choice by superior customer delivery
The Registration is Free
registration is On the basis of first come, first
served
Name, Designation, Institution, Contact details to
be mailed to mahali@snmail.org on or before 04.01.2014
For further details visit :
www.thesnacademy.ac.in
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