Date: August 18 to 19, 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 GENESIS HEALTH & FITNESS. Mr. Ankur Sodhi, Assistant Professor, Ms. Harjeet Kaur,Assistant Professor, Mr. Rahul Sharma, Assistant Professor and Dr. Rajesh Verma, Professor, Lovely Professional University were the keyfacilitators.
The schedule carried a multi-pronged approach that included inputs, group discussions, Audio Video based and situational analysis, Role Plays and presentations by theparticipants.
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 employees from GENESIS HEALTH & FITNESS. 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 resourcepersons. 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 provide tailor made Professional Development Programs for the corporate sector. These training programs also help in strengtheningindustry-academia.
