Understanding customer expectations
and identifying what causes them distress or delight.
Promoting responsiveness, courtesy, helpfulness and
attentiveness.
Service
Quality & Standards upgradation
Mapping the cycle of service,
identifying crucial moments of customer interaction
and developing high quality standards for each point
of interaction.
Internal
Customer Service
Back up service and support
is essential to effective front-line service. Cooperation,
coordination, systems & process breakdown identification
are the keynotes of this workshop.
Selling
& Marketing
The selling & marketing
workshop deals with how to prepare ground for sales,
communicate your efficiencies, understand the prospective
buyers needs and effectively close the sale in the
salesman’s favor.
Communicating
Effectively
Identifying communication
gaps and understanding why they occur. Improving awareness
of speaking, listening and comprehension skills.
Assertiveness
Skills
Understanding the difference
between aggressive, passive, manipulative and assertive
behavior, based on the win-win principle.
Performance
Appraisal Counseling
All performance appraisal
systems are only as good as the improvement in performance
that they result in. Giving & receiving feedback
is the highlight of this workshop.
Team Building
To be an effective team leader,
one has to be adept at coaching ,counseling and motivating
one's team to move in one direction together.
Training
for Trainers
Each organization benefits
from a core team of trainers who carry out employee
induction and basic/refresher training throughout
the organization. This workshop helps potential trainers
in identifying training needs, understanding adult
learning principles, planning training sessions, delivering
these, and evaluating results of training.
Presentation
Skills
Provides platform skills as
well as know-how on preparation of presentation aids
for conducting impact full presentations.
Grooming,
Image & Personality Enhancement
Personal appearance, grooming,
dressing, personal hygiene, make-up & hairstyling,
manners, mannerisms, posture and body language….all
the composites of personality.
Business
Etiquette
The nuances of meeting and
greeting in the business world, the proper ways of
extending courtesies and art of dining gracefully
are highlighted in this workshop.
Upgrading
Office Support Services
Especially for office staff,
professional telephone handling, personal and office
image, work place & work habits, anticipating
needs, filing and retrieval of information, managing
travel and conferences, and coping with follow-ups.
Collections
Service Skills
The final touch in a service
cycle is when the customer is required to pay for
his services. The collections personnel is required
to be extra attentive to customer sensitivity. This
workshop helps people entrusted with the job of collecting
payments to deal with difficult customers and solve
billing problems amicably.
Telemarketing
Skills
The telephone is the first
point of contact between most customers and companies.
It is more so in the case of companies that depend
on the telephone for marketing their products and
services. In this program we lay emphasis on the projection
of an image through telephone, how our voice and it's
tone convey impressions and how our words impact our
customers, both negatively and positively thereby
affecting our selling skills.
Organization
Image Building
An organization’s image
is what gives it its market value. This is built through
serious efforts of bringing the employees in sync
with the brand image of the organization. This workshop
endeavours to help employees fully understand their
company image and what they represent, thus creating
pride in their organization.
