| Objectives
: |
To familiarize
participants with essential parameters of Customer Service
To equip
participants with the needed skills to improve their effectiveness
in individual and team settings
|
- Ice
breaking
- Development
of learning contract
- Customer’s
(internal/external) perceptions about us
- Customer’s
expectations : past, present, and future
- Customer
Service : Image makers, Image breakers
- Concepts
of Service Excellence
- Problems,
Issues and Workable Solutions of Service Excellence
- Standards
of Service Excellence
- Individuals
role in Service Excellence
- Essentials
for Service Excellence
- Communication
Skills
- Team
Work
- Continuous
Self Development
- Summing
up
- Participant’s
plan preparations and presentations (In Individual/Team
Settings)
|
| Semi-structured
with adequate use of games, exercises, role plays, self - assessment
instruments and VIDEO LAB. Programme will flow along with the
learning and absorption by the participants. Hence, the nature
has been kept `semi-structured’ and the specific ‘time-slottings’
have been avoided. |
|
|
