Total Duration
2 Days
Course Type
Offline / Classroom
Overview
5 Star Customer Experience: Winning Strategies is a dynamic program that provides attendees with the necessary skills and strategies they require to improve customer experiences. The program will focus on the key role of frontline employees and the drivers of the service profit chain, as well as the nuances of effective Customer Relationship Management (CRM). Participants will learn innovative ways to engage with customers and identify ways to resolve customer grievances proficiently in today's competitive environment. With practical application, the program empowers participants to implement strategies that optimise critical customer interactions, gain data-driven insights, and utilise opportunities presented by automation.
Key Program Takeaways
- Identify and implement key success drivers of CRM strategy.
- Gain insights on ways of customer engagement- A data-driven approach.
- Optimize critical customer interactions in an era of automation.
Program Objective
By the end of the program, participants will be able to:
- Apply strategies to shape the critical role of frontline employees.
- Identify critical drivers of the service profit chain.
- Build and measure an effective CRM
- Recognize new ways of rethinking customer engagement.
- Effectively address customer grievances.
Trainer Profile
Karen Mazarello
Karen brings 2 decades of experience in the Training, Learning & Development space. Her expertise largely comes from interacting, facilitating, and coaching junior, middle and senior profiles of employees. She has extensively collaborated with clients to drive engagement and impact corporate, educational and government institutions. She has facilitated speakerships across a range of participant profiles with Indian and international audiences a like. She is adept at elevating conversations with stakeholders and participants, getting them to focus on outcomes, instead of efforts only. She enables individuals and teams to discover their potential in the areas of Communication & Presentations, Trainer Development, Team Member Engagement and Leadership. Her training programs are complemented by her People-Manager experience from her earlier organizations like Tech Mahindra, Bank of America, and Dale Carnegie India.
Benefits of the Program
- Drive cross-functional collaboration to seize opportunities.
- Develop insights through surveys and metrics.
- Foster customer advocacy and creating customer delight.
Ideal For
- CRM Team Leads
- Functional Consultants
- Team Leaders
- Customer Support Specialists
- Business Development Heads
- Relationship Managers
Methodology
An interactive workshop including experiential learning, role-plays, question-based discussions, and PowerPoint Presentation.
