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Handling Customer Complaints
& Generating Customer Satisfaction to Retain Customers for Life
On 3rd December'14 at Hotel Jaypee Vasant Continental, Vasant Vihar, New Delhi
On 17th December'14 at Hotel Ramada Plaza Palm Grove, Juhu Beach, Mumbai
On 20th December'14 at Hotel Chancery, Levelle Road, Bangalore
Register early and get benefit of Lower Early Bird Fee
Please reply to registrations@indianacademy.org or call 022- 3040 3400 / 8692980980.
To register your nominations please call 022- 3040 3400 or 8692 980 980
OR
send an E-mail to registrations@indianacademy.org with the following details:
Your nominee's Name, designation, and Contact details &
Send fee by cheque to the following address. If you want to remit by NEFT, please ask us for our Bank details.
Indian Academy of Management
331, Kaliandas Udyog Bhavan, Birla Century Lane ,
Worli, Mumbai - 400 025.
www.indianacademy.org
For Whom:
For Registration
Understanding Customer Behaviour & Expectations,
Why do complaints arise ?
How to Handle Complaints ?
Face-to-Face & via Telephone
Understanding Body Language & Non-verbal behaviour,
Handling irate & angry customers.
Dimensioning your service infrastructure, Differential Service offerings, Customer Expectation Setting and Service Level Agreements, Retaining Customers for Life.
Creating a Service culture in the organization, Making Service Self-sustaining.
Style: Interactive. Ample real-life examples, Role Plays.
Course Content:
Early Bird Fee Rs 8,500/- plus service tax @12% plus educational cess @3% = Rs 9,550/-
per participant, if the fee is received 10 days before the seminar dates, Fee covers Lunch, Tea/ coffee & Course material.
After that, normal fee of Rs. 9,550 + 12.36% plus service tax @ 12% plus educational cess @ 3% = Rs. 10,730/- will apply. The seminar is non-residential. Fee can be paid by cheque/ NEFT (please ask us for bank details).
Fee/ Investment for the Seminar:
All Executives dealing with Customers on day-to- day basis and all managers responsible for devising Customer Service systems in your Company.
Mr Hansel D’Souza, Sr Faculty, IAM
He is a gold medalist in Mass Communications and holds a First Class Masters Degree from the Jamnalal Bajaj Institute of Management Studies, Mumbai.
An international trainer with decades of experience, he conducts seminars, training programs and workshops in different countries of the world. He has addressed over 1000 seminars and conferences all over the globe. Every year, over 700 professionals attend his international workshops and more than 1000 do so in India. Mr Hansel DSouza has trained over 20,000 MBAs.
Faculty Profile: