Date: July 15, 2014
Venue: Lovely Professional University, Phagwara
Background & Rationale
Workshop on ‘Customer Service Excellence’, a Corporate Training Program was organized at Lovely Professional University for staff members of ESS ESS ENTERPRISES. Mr. Ankur Sodhi, Assistant Professor, Mr. Rahul Sharma, Assistant Professor and Dr. Rajesh Verma, Professor, Lovely Professional University were the key facilitators.
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 CustomersLeave
- The Customer Focus Factors-Attract, Retain, Serve and Use forreferrals
- Construct Your argument: Purpose, Audience, Message(PAM)
- Selling Ideas: Logic, Emotion andCredibility
- The Rule of3
- Customer Satisfaction to Customer’sDelight
The program received active participation of staff members from ESS ESS ENTERPRISES. 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 topic. It was crafted to meet the training needs stated by the client. LPU-Academic Staff College is committed to providing tailor-made Professional Development Programs for the corporate sector. These training programs also help in strengthening industry-academia.
