Programme on

 

Delight Your Customer

 

Saturday, October 30, 2010 - 9.30 a.m. to 5.00 p.m.

 

 

Venue:

Torrent-AMA Management Centre, Core-AMA Management House,
ATIRA Campus, Dr. Vikram Sarabhai Marg, Ahmedabad 380 015

 

 

Preamble : Today, the customer decides and we listen. Gone are the days when customers lap up everything presented to them. They have become very choosy. The message is clear. Tune up to their needs or turn off! ‘Selling is finding needs and filling them’. Going one step further, selling orientation has given way to Marketing effectiveness. We can no more be obsessed with selling. As someone said, ‘The aim of Marketing is to make selling unnecessary.’ The customer will be with you as long as YOU retain him. Customer Relationship Management (CRM) has come to stay, and is also evolving continuously.

 

 

Objective : The one day workshop deliberates on the existing methods and the probable changes that can be brought about in resourcing and retaining customers. The workshop will enable the participants to create a course of action to install a CRM approach in your work. The program will activate the participants to try out specific measures in their work related areas to delight their customers by ensuring effective customer satisfaction.

 

Audience : The course is designed for salespersons and supervisors who are in the job of creating, maintaining and retaining customers. The frontline/CRM staff can be encouraged to participate.

 

Content : The sessions deal with: The Changed Customer, Qualities required to be a CRM expert,

Relationship Management, Handling difficult customers, Total Reputation Management, Tips on Customer Retention and maintenance and TQM through Total Customer Satisfaction.

 

It is important to believe that FIRST IMPRESSION IS THE BEST IMPRESSION; BUT IT IS ALL THE MORE IMPORTANT THAT LAST IMPRESSION HAS A LASTING IMPRESSION.

 

Faculty : Mr. G. Balachandran, HRD Consultant and Certification Commissioner for JCI University, U.S.A. He held senior positions in Marketing in Multinational Corporation for over 14 years.

 

Fee : Rs.1100/- per person (inclusive of Service Tax). (Towards programme fee, course material, lunch and refreshment.) The cheque may please be drawn in the name of ‘Ahmedabad Management Association.’