Date:11th – 12th January 2019
Venue: Lovely Autos, Kapurthala
Background & Rationale
Workshop on Customer Service Excellence, a Corporate Training Program was organised for staff members of Lovely Autos, Kapurthala. Mr. Krishan Gopal, Assistant Professor and Mr. Ajay Kumar Sharma, Assistant Professorwere the key facilitators.
This training program enabled the participants to practice excellent Customer Service . An experiential learnng method of training sharpened their skills like communication and listening skills to get a cutting edge from competitors. The participants also learnt about the role of Digital Media in Customer Relationship Management. The schedule carried a multi pronged approach that included inputs, group discussions, Audio Video based and situational analysis, Role Plays and presentations by the participants.
The Focus pointers were:
- Context Setting : Customer is the Driving Force Why Customers Leave
- The Customer Focus Factors-Attract, Retain, Serve and Use for referrals
- Construct Your argument : Purpose, Audience, Message (PAM)
- Selling Ideas : Logic, Emotion and Credibility
- The Rule of 3
- Customer Satisfaction to Customer’s Delight
The program received active participation ofstaff members from Lovely Autos, Kapurthala. The participants were appreciative of the gesture shown by the University in terms of choice of Subject Matter Experts, appropriate learning environment, venue setting, infrastructure, study tours and content delivery. They were also impressed by the subject expertise of the resource persons. The participants observed that the program was outcome oriented and gave them new insights on the topicIt was crafted to meet the training needs stated by the client. LPU-HRDC is committed to provide tailor made Professional Development Programs for the corporate sector. These training programs also help in strengthening industry-academia relations thus opening new vistas of mutual collaboration.