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Handling Customer Complaints
& Generating Customer Satisfaction to Retain Customers for Life
On 24th Sept’14 at Hotel Jaypee Vasant Continental, Vasant Vihar, New Delhi
On 26th Sept’14 at Hotel Ramada Plaza Palm Grove, Juhu Beach, Mumbai
(Timings 9.30 am to 5.00 pm)
To register your nominations please call 022- 3040 3400 or send an E-mail to registrations@indianacademy.org OR
Your Name, Company Name and Contact details.
Indian Academy of Management
331, Kaliandas Udyog Bhavan, Birla Century Lane ,
Worli, Mumbai - 400 025.
www.indianacademy.org
For Whom:
For Registration
Who are your customers?
Understanding Customer Behaviour & Expectations,
Why do complaints arise ? How to Handle Complaints ? Face-to-Face & via Telephone
Understanding Body Language & Non-verbal behaviour, Soft Skills
Handling irate & angry customers.
Dimensioning your service infrastructure, Differential Service offerings, Customer Expectation
Setting and Service Level Agreements, Retaining Customers for Life.
Exploiting New Technology platforms for effective service delivery,
Creating a Service culture in the organization, Making Service Self-sustaining.
Question Hour.
Style: Interactive. Ample real-life examples, Role Plays.
Faculty Profile:
Rs 7,900/- plus service tax @12% plus educational cess @3% = Rs 8,876/- 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 8,500+ 12.36%= Rs 9552 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: