CUSTOMER SERVICE FOR BUSINESS EXCELLENCE

Implemen�ng best prac�ces in customer engagement

Customer Rela�ons

August 19, 2021Dura�on: 6 SessionsRs. 6,000 + 18% GST

Shape your customer service opera�ons to excellence

Ÿ Appreciate your interac�ons at a

customer and organisa�onal level

Ÿ Read clues in the customer and the

environment to inform service strategies

and appropriately customize service

delivery

Ÿ Work towards customer service metrics

that denote the required level of

sa�sfac�on from customersservice

opera�ons to excellence

Who Should A�end

Ÿ People who already work with customer

service, customer success, sales or

general customer services

Ÿ Coordinator, supervisor or manager of a

customer service area or post-service

Ÿ Managers who want to take a leadership

role in customer service and would like

to learn techniques for managing teams

Customers come in all shapes and sizes. Handling them requires tact,

keeping them happy on a long-term basis requires serious training. Today,

building rela�onships with customers is considered an art as well as science.

This course will enhance your ability to handle customer and client

interac�ons with confidence by implemen�ng best prac�ce customer

service techniques, delivering customer sa�sfac�on and developing

customer loyalty.

Key Takeaways

Key Topics

Ÿ Customer sa�sfac�on – Bo�om line of any business

Ÿ Understand customer loyalty

Ÿ Poise, Empathy, Resourcefulness, and Caring

Ÿ Service Orienta�on

Ÿ An�cipa�ng needs and expecta�ons

Ÿ Listen, Observe, Ask

Ÿ Building communica�on and trust

Ÿ Conflict resolu�on and service recovery

Individual assignments, personalized feedback, virtual group work,

case studies, readings, video summaries, peer reviews with other

strategic leaders and personal reflection moments are combined to

stimulate your thinking, unlock insights, change habits and firmly

embed the learning in your organization's strategy.

Customer Service for Business Excellence

Pedagogy

OPEN PROGRAM: COMMUNICATIONOPEN PROGRAM: SALES

The Faculty

The faculty members for this program are renowned industry prac��oners, researchers and globally recognized academicians who bring unparalleled knowledge and insight to the classroom.

Ÿ Shape your customer service opera�ons to excellence, modelling your business and structure

Ÿ Leverage the PERC Toolkit, including Poise, Empathy, Resourcefulness, and Caring, to deliver more effec�ve service

Ÿ Gain prac�cal strategies to make the most out of each customer rela�onship

Ÿ Build a customer service team that understands your customers and their problems and knows how to relate to customers, in a way that builds trust, which will ul�mately help your organiza�on increase sales and establish a culture of service excellence

CUSTOMER SERVICE FOR BUSINESS EXCELLENCE

Consult with an Advisor:

[email protected] 98240 06083

Ahmedabad Management Associa�on

Benefits for Organiza�ons

Dr. Sapna PopliDr. Sapna is a professor of Marke�ng at IMT Ghaziabad. In an experience spanning 25 plus years Sapna Popli has handled

various roles including that of a teacher, a trainer, researcher, corporate execu�ve, and an academic leader in Business

Schools of repute across the NCR-India. She is currently associated with IMT Ghaziabad (an AACSB accredited business

school) as a Professor in the marke�ng area. Over these years, she has taught across reputed business schools in India and

interna�onally. She offers courses in customer experience management, marke�ng, services marke�ng, winning through

service excellence, marke�ng research and understanding the Indian consumers and markets.

She has been offering courses as an invited interna�onal visi�ng professor at University of La Sabana, Chia, Colombia,

ESCA, Morocco and MBA Center, Shanghai University, China. She has also taught at Department of Management Studies,

IIT Delhi and at BIMTECH, Greater Noida as a visi�ng professor.

Some of her key industry engagements include: design, development and execu�on of learning & development ini�a�ves

across sectors for organiza�ons like Maru� Suzuki India Ltd, Hero MotoCorp, IBM-Daksh; Concentrix; Pantaloons’ Retail

(Future Group); Max-Health Care. She is an empanelled faculty at the V.V. Giri Na�onal Labor Ins�tute, a GOI ins�tute,

since 2015.

Learn more and apply: www.amaindia.org/ama-events-programmes/Customer-Service

Consult with an Advisor:

[email protected] 98240 06083

TOPIC OVERVIEW – LIVE ONLINE FORMATThis live online program will be offered in 90-minute sessions and will include regular breaks and significant interac�on with faculty and other par�cipants.

All �mes are Indian Standard Time (IST).

Customer Service for Business ExcellenceShape your customer service opera�ons to excellence

OPEN PROGRAM: SALES

Ahmedabad Management Associa�on

DAY 2

DAY 1

DAY 3

Session 1

Session 1

Session 1

Session 2

Session 2

Session 2

August 26

August 19

Ÿ Customer journey mapping - 2

Ÿ Understanding customers

Ÿ Service excellence and service quality

Ÿ Customer journey mapping - 1

September 2 Ÿ Service failure and recovery Ÿ Customer sa�sfac�on and customer experience

Learn more and apply: www.amaindia.org/ama-events-programmes/Customer-Service

Program Dates: August 19, 26, September 2

Dura�on: 6 Sessions

Time: 2.00 PM to 5.00 PM

Fee: Rs. 6,000 + 18% GST

DATES, DURATION, FEE:

CERTIFICATIONPar�cipants will be issued shareable E-Cer�ficate upon comple�on of the programme.

[Cer�ficate Sample Image]

AHMEDABAD MANAGEMENT ASSOCIATIONAMA Complex, ATIRA Campus, Dr. Vikram Sarabhai Marg, Ahmedabad 380 015.

www.amaindia.org [email protected] +91-079-26308601-05 Mobile: 7203030990

Register

MASTER CLASS:

“Leading Customer Excellence”

Prof. Sapna Popli, Professor of Marketing, IMT GhaziabadThursday, July 29, 2021From 4.00 to 5.00 PM

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